Field Support Technician

— In‑office and on‑site, Greater Toronto Area

— Full time, Contract or Permanent

— Reporting to Director, Client Support Services

Culture Is at Our Core

At Business Cloud, our culture is the heart of everything we do. As a leading managed technology service provider (MSP) and proud partner of Google Cloud and Microsoft, we support small and medium sized organizations across Canada. Our fast-growing, customer focused team is passionate about staying ahead of technological trends and delivering secure, modern, cloud first solutions.

We take full ownership of our clients' technology environments—ensuring reliability, security, and efficiency. Our team is collaborative, innovative, and united by a shared passion for excellence.

Our core values reflect our commitment to growth and service:

• Growth Development
• Ownership Leadership
• Respect, Empathy, Customer First
• Prevention Proactivity

About the Job

The Field Support Technician supports client technology environments as a hands‑on extension of the Client Support Services team, working across both client sites and the Business Cloud office. This role focuses on investigating, troubleshooting, and resolving end‑user technical issues using the same tools, processes, and escalation paths as the larger Support team. Whether support is delivered remotely or in person, the core responsibility is consistent: diagnose issues, resolve incidents effectively, and ensure client systems and workstations operate reliably.

As part of the Support team’s operating model, the Field Support Technician serves as the primary resource for delegated on‑site support and field work. When issues, incidents, or approved initiatives require physical presence, this role is typically called upon first to deliver hands‑on support in client environments, including work involving hardware, peripherals, mobile devices, cabling, and workstation components. In addition to reactive support, the Field Support Technician contributes to approved project and deployment work, such as office moves, hardware refreshes, and infrastructure changes. This role requires working closely with the Support team and Client Success team to ensure work is completed to standard and aligned with client expectations.

Responsibilities

End‑User Technical Support (Remote Field‑Based)

• Investigate, troubleshoot, and resolve end‑user technical issues across workstations, operating systems, applications, connectivity, peripherals, and mobile devices
• Provide technical support remotely from the office using standard helpdesk tools, processes, and escalation paths, documenting work completed and next steps within the ticketing system
• Serve as the primary field resource for the Support team, routinely being delegated on‑site work where physical presence is required to resolve issues, perform hands‑on troubleshooting, or complete approved support tasks
• Deliver the same support functions on‑site as would be provided remotely, with additional hands‑on responsibility for hardware, peripherals, cabling, and physical workstation components

Project Deployment Support

• Support approved project and deployment work, such as hardware refreshes, office moves, new workstation deployments, server or network changes, and other coordinated on‑site initiatives
• Collaborate across departments as required, working most closely with the Support Team and Client Success to ensure work aligns with technical requirements, client expectations, and project timelines
• Assist senior technicians, project leads, and Client Success Managers during larger or more complex deployments, completing assigned tasks in accordance with internal standards

Operational Support

• Install, set up, and configure workstations and other equipment, including physical installation, peripheral setup, and validation during or prior to deployment
• Assist with operational support activities such as ticket triage, documentation updates, inventory coordination, and preparation for on‑site or project work
• Identify recurring issues or improvement opportunities and communicate them to support continuous improvement across support and deployment workflows

Qualifications

Required Qualifications

• Valid driver’s license and access to a reliable, insured vehicle
• Ability to perform physically demanding work, including lifting up to ~40 lbs., working under desks, and standing for extended periods
• Strong professionalism and communication skills when interacting with clients and internal teams
• Working knowledge of end‑user computing environments, including workstations, peripherals, and common operating system issues
• Ability to investigate, troubleshoot, and document technical issues using ticketing systems and standard support tools (e.g., Teams, email)
• High attention to detail and a disciplined approach to technical work, documentation, and on‑site execution
• Dependable, punctual, and capable of working independently when delegated work, while following established processes and escalation paths

Preferred Qualifications

• Experience in IT support, helpdesk, or hardware deployment roles
• Familiarity with Windows and macOS device setup and common end‑user troubleshooting scenarios
• Basic understanding of networking concepts such as LANs, patch panels, DHCP
• Experience working in an MSP or multiclient environment
• Knowledge of structured cabling or workstation setup best practices