IT Support & Field Services Technician (Level 1)

About Zella Technologies

Zella Technologies is a Managed Services Provider (MSP), VoIP Provider, and Fiber Internet Service Provider (ISP) delivering cutting-edge technology solutions to businesses. Our services include managed IT support, network infrastructure, cybersecurity, cloud platforms, business phone systems, and fiber internet connectivity.

We support a wide range of business technology environments and pride ourselves on delivering reliable solutions, responsive technical support, and exceptional customer service.

We are expanding our team and seeking a motivated, dependable, and hands-on IT Support & Field Services Technician (Level 1) to join our Hammond office.

Position Overview

This position combines Level 1 technical support, onsite field services, structured network cabling, equipment installations, and proactive customer engagement.

Unlike a traditional help desk role, this position involves a combination of office-based technical support and hands-on work at customer locations. Responsibilities include troubleshooting day-to-day IT issues, supporting Windows and Linux environments, installing and configuring equipment, running and terminating network cabling, mounting network infrastructure, and assisting with technical projects.

The technician will also conduct proactive customer visits to check in, identify potential issues, address minor technical concerns, and help ensure customers are satisfied with their services.

The ideal candidate has 1–2 years of IT support or related technical experience, enjoys solving problems, is comfortable working with their hands, and communicates professionally with customers.

This position requires someone who takes pride in their work, understands the importance of protecting customer property, and can perform onsite installations safely, cleanly, and professionally.

This is an excellent opportunity to gain practical experience across managed IT services, enterprise networking, telecommunications, cybersecurity, and cloud technologies while working alongside experienced engineers.

Note: This is a hybrid technical role combining office-based service desk support with regular onsite field service work. The technician will be expected to transition between troubleshooting support tickets, responding to monitoring alerts, preparing equipment, performing physical installations, and conducting proactive customer visits based on business needs. This is not a remote position, a dedicated cabling installer position, or a traditional help desk-only role.

Key Responsibilities

Level 1 Technical Support & Troubleshooting

• Respond to, troubleshoot, and resolve Level 1 support tickets through our ticketing system, phone, email, and remote support tools.
  

• Diagnose common hardware, software, operating system, and network connectivity issues.
  

• Support Windows Servers and workstations, laptops, printers, peripherals, and common business applications.
  

• Assist customers with Microsoft 365, Outlook, Teams, email connectivity, password resets, and basic account management.
  

• Perform basic troubleshooting and administrative tasks involving Windows Server environments, including user accounts, Active Directory, file shares, permissions, and service availability checks.
  

• Assist with common Windows domain issues, including login failures, account lockouts, mapped drives, and basic Group Policy troubleshooting.
  

• Perform basic Linux troubleshooting, including checking service status, disk usage, network connectivity, and system logs.
  

• Utilize basic Linux command-line tools to investigate common system issues and gather diagnostic information.
  

• Troubleshoot basic networking issues involving Wi-Fi, Ethernet, IP addressing, DNS, DHCP, and internet connectivity.
  

• Assist with basic VoIP phone troubleshooting, including handset connectivity, provisioning, and call-related issues.
  

• Install, configure, and troubleshoot workstations, business applications, software updates, and peripheral devices.
  

• Identify issues requiring advanced troubleshooting and escalate appropriately to Level 2/Level 3 engineers.
  

• Follow established support procedures, service level agreements (SLAs), security requirements, and escalation processes.
  

Remote Monitoring, Preventative Maintenance & Backup Support

• Monitor and respond to alerts generated by remote monitoring and management (RMM) platforms, including NinjaOne and other company monitoring systems.
  

• Investigate common workstation, server, and network monitoring alerts and create or update service tickets as appropriate.
  

• Perform routine system health checks, including disk utilization, system services, hardware health, and operating system alerts.
  

• Monitor backup job results and investigate basic backup failures involving Veeam and other supported backup solutions.
  

• Perform approved file-level restores and basic backup verification tasks following established procedures.
  

• Identify recurring alerts, system performance problems, and potential service disruptions for further investigation or escalation.
  

• Perform approved preventative maintenance tasks, system updates, and basic remediation activities.
  

• Escalate backup, server, security, or infrastructure issues that require advanced troubleshooting or administrative changes.
  

Endpoint Security & Remote Access Support

• Troubleshoot common endpoint security issues involving antivirus, endpoint detection and response (EDR), and other managed security tools.
  

• Investigate basic malware detections, security warnings, and endpoint protection alerts according to established procedures.
  

• Verify endpoint security agent health, monitoring status, and compliance with company security requirements.
  

• Assist customers with VPN connectivity, Remote Desktop, and other approved remote access solutions.
  

• Support basic mobile device configuration and troubleshooting for iPhone, iPad, and Android devices, including business email and Microsoft 365 applications.
  

• Follow established cybersecurity policies, access control procedures, and security incident escalation requirements.
  

• Recognize suspicious activity and escalate potential security incidents promptly without making unauthorized security changes.
  

Service Desk Operations, SLAs & Accountability

• Actively accept, manage, and resolve assigned Level 1 support tickets through the company's service management platform.
  

• Accurately document troubleshooting steps, actions performed, customer communications, and resolutions.
  

• Record time worked, onsite activities, and applicable expenses accurately and promptly within company systems.
  

• Prioritize assigned tasks based on business impact, urgency, and established service level agreements (SLAs).
  

• Keep customers informed of ticket progress, expected next steps, scheduled service visits, and resolution status.
  

• Coordinate with dispatch and senior technical staff to ensure requests are assigned, escalated, and resolved efficiently.
  

• Take responsibility for assigned tickets through resolution or documented transfer to the appropriate team.
  

• Meet established performance expectations for ticket response, resolution, documentation quality, customer satisfaction, and productivity.
  

• Participate in ongoing technical training, process improvements, and documentation initiatives.
  

Work Schedule & On-Call Responsibilities

• Standard working hours are Monday through Friday, 8:00 AM to 5:00 PM Central Time. Onsite, Projects, Upgrades, etc. will change the working hours when needed.
  

• Work primarily from the Hammond office, with regular travel to customer locations, including overnight stays, for onsite service calls, installations, and scheduled customer visits.
  

• Participate in a scheduled on-call rotation for after-hours, weekend, and critical support needs.
  

• Respond to assigned on-call requests according to established company procedures and escalation requirements.
  

• Maintain professional communication and timely follow-through during both regular business hours and assigned on-call periods.
  

Onsite Field Services & Equipment Installation

• Travel to customer locations using a company-provided vehicle to perform onsite technical support, equipment installations, maintenance, and troubleshooting.
  

• Install, replace, and configure desktops, laptops, monitors, printers, VoIP phones, network switches, wireless access points, and other business technology equipment.
  

• Mount and install wireless access points, network switches, wall-mounted cabinets, network racks, and related infrastructure equipment.
  

• Perform workstation deployments, equipment replacements, and office technology installations.
  

• Troubleshoot physical network connectivity problems, equipment failures, and other onsite technical issues.
  

• Assist senior engineers with network upgrades, infrastructure deployments, equipment replacements, and customer projects.
  

• Perform basic preventative maintenance, equipment inspections, and onsite technical assessments.
  

• Ensure installations are completed safely, professionally, and according to company standards.
  

Structured Cabling, Drilling & Physical Infrastructure

• Plan, route, pull, terminate, label, and test CAT5e/CAT6 Ethernet cabling in commercial office environments.
  

• Perform cable installations through and around various building materials, including drywall, sheetrock, wood, masonry, brick, and concrete, using appropriate tools and installation techniques.
  

• Safely drill and create cable penetrations through walls, ceilings, and other building surfaces when authorized and appropriate.
  

• Select and use appropriate drill bits, anchors, fasteners, and mounting hardware based on the installation surface and equipment requirements.
  

• Route network cabling through accessible ceilings, wall cavities, conduit, cable raceways, and other approved pathways.
  

• Install and organize patch panels, network racks, cable management systems, and associated wiring.
  

• Properly secure, support, protect, and organize network cabling while maintaining appropriate bend radius and separation from electrical wiring.
  

• Identify potential hazards such as electrical wiring, plumbing, structural components, and concealed building systems before drilling or installing equipment.
  

• Recognize fire-rated walls, ceilings, and other building assemblies that require specialized installation methods and approved firestopping.
  

• Follow applicable building, electrical, fire-safety, and low-voltage cabling requirements, including appropriate cable ratings and installation practices.
  

• Recognize when installations require additional authorization, a licensed contractor, specialized tools, or escalation to senior team members.
  

• Troubleshoot damaged network cables, faulty terminations, patch panels, network ports, and other physical connectivity problems.
  

• Test and verify completed cable runs using appropriate network cable testing equipment.
  

• Properly label cables, ports, patch panels, and equipment to maintain accurate customer documentation.
  

• Protect customer property, furnishings, walls, ceilings, flooring, and finished surfaces throughout installation and service work.
  

• Maintain clean, organized, and professional installations with minimal disruption to customer operations.
  

• Clean and restore work areas after completing installations, ensuring customer facilities are left in professional condition.
  

Proactive Customer Visits & Relationship Building

• Conduct scheduled visits to customer locations to check on their technology needs and overall service experience.
  

• Proactively engage with customers to identify recurring technical problems, concerns, or opportunities for improvement.
  

• Resolve minor technical issues during onsite visits whenever practical.
  

• Identify potential problems before they become larger service disruptions.
  

• Document customer feedback, service concerns, and follow-up requests in company systems.
  

• Communicate customer needs, concerns, and potential service opportunities to appropriate internal teams.
  

• Build and maintain positive customer relationships through professionalism, responsiveness, and consistent follow-through.
  

• Serve as a knowledgeable, friendly, and professional representative of Zella Technologies while working at customer locations.
  

• Ensure customer concerns are properly communicated, documented, and followed through to resolution.
  

Equipment Preparation, Inventory & Office Operations

• Prepare, configure, and test computers, network equipment, VoIP phones, and other devices before deployment.
  

• Assist with equipment staging, provisioning, and deployment preparation.
  

• Handle shipping, receiving, labeling, and inventory tracking of IT and telecommunications equipment.
  

• Coordinate equipment pickups, deliveries, returns, and replacements as needed.
  

• Maintain organized equipment storage areas, tools, supplies, and field service materials.
  

• Assist with equipment testing, troubleshooting, and processing of returned or defective hardware.
  

• Maintain company tools and equipment in clean, organized, and working condition.
  

• Assist with general technical and operational tasks as assigned.
  

Documentation, Ticket Management & Team Collaboration

• Maintain accurate and detailed support ticket notes, including troubleshooting steps, work performed, diagnostic findings, and resolutions.
  

• Document onsite service activities, equipment installations, cabling changes, and network connections.
  

• Update customer documentation, equipment inventories, network diagrams, and technical records within company systems.
  

• Follow established Standard Operating Procedures (SOPs) and contribute to documentation improvements.
  

• Communicate ticket progress, service updates, and follow-up requirements to customers and internal teams.
  

• Manage assigned tickets and field service tasks efficiently while meeting established response times, service quality standards, and performance expectations.
  

• Collaborate with Level 2/Level 3 engineers and other departments to ensure customer issues are resolved effectively.
  

• Identify recurring technical issues and communicate recommendations for service improvements.
  

• Take ownership of assigned tasks and ensure proper follow-through until completion or escalation.
  

What We're Looking For

We are looking for someone who brings more than just basic technical knowledge.

The right candidate is dependable, takes ownership of their responsibilities, and genuinely enjoys helping customers.

You should be comfortable troubleshooting a computer issue one moment, installing a wireless access point the next, and visiting a customer to make sure their technology is working properly.

We especially value individuals who:

• Take ownership: Follow through on assignments, communicate progress, and ensure work is completed correctly.
  

• Are mechanically capable: Enjoy working with tools, installing equipment, and solving hands-on technical challenges.
  

• Think before acting: Assess situations, identify potential risks, and avoid unnecessary damage to customer property or infrastructure.
  

• Pay attention to detail: Take pride in clean cabling, organized installations, accurate documentation, and quality workmanship.
  

• Put customers first: Communicate professionally, listen to concerns, and provide a positive service experience.
  

• Are proactive: Identify potential issues and improvement opportunities rather than only responding when something breaks.
  

• Know when to ask for help: Understand their technical limitations and escalate appropriately instead of guessing or taking unnecessary risks.
  

• Are dependable: Arrive on time, stay organized, manage responsibilities, and follow through on commitments.
  

• Want to grow: Show initiative, learn new technologies, and develop their technical skills.
  

• Work well with others: Collaborate effectively with engineers, support staff, management, and customers.
  

Why Join Zella Technologies?

At Zella Technologies, you'll gain exposure to a broad range of business technologies beyond what is typically available in a traditional entry-level IT role.

As an MSP, VoIP Provider, and Fiber ISP, we work across managed IT, enterprise networking, telecommunications, cybersecurity, cloud services, and business infrastructure.

This position offers hands-on technical experience, opportunities to work alongside experienced engineers, and exposure to a variety of customer environments and technologies.

You won't be limited to sitting behind a desk answering support tickets. You'll have the opportunity to troubleshoot real-world problems, install infrastructure, assist with technical projects, interact directly with customers, and develop valuable skills across multiple areas of IT.

Apply Today

If you enjoy technology, solving problems, working with your hands, and delivering excellent customer service, we encourage you to apply.

Join Zella Technologies and become part of a team delivering managed IT, networking, telecommunications, and cloud solutions to businesses.

Requirements

Required Qualifications

• Basic knowledge of computer hardware, operating systems, networking, and general IT troubleshooting.
  

• Familiarity with Windows operating systems, common business software, and computer peripherals.
  

• Basic familiarity with Windows Server and Linux operating systems, including common administration and troubleshooting concepts.
  

• Understanding of basic Active Directory functionality, user accounts, file permissions, and Windows domain environments.
  

• Familiarity with or willingness to develop proficiency using basic Linux command-line tools.
  

• Understanding of basic networking concepts, including IP addressing, Ethernet, Wi-Fi, routers, switches, DNS, and DHCP.
  

• Strong troubleshooting skills and the ability to identify, investigate, and resolve technical problems.
  

• Excellent communication, interpersonal, and customer service skills.
  

• Ability to communicate technical concepts clearly to nontechnical users.
  

• Comfortable performing hands-on technical work, including equipment installation, network cabling, and physical troubleshooting.
  

• Familiarity with or ability to safely learn the use of common hand tools, power tools, drills, anchors, and mounting hardware.
  

• Understanding of safe installation practices, including assessing work areas and identifying potential hazards before drilling, cutting, or penetrating building surfaces.
  

• Ability to recognize when a task exceeds personal experience, requires additional authorization, or should be escalated to a more experienced technician or qualified contractor.
  

• Strong organizational skills, attention to detail, and ability to manage multiple assignments.
  

• Ability to work independently during onsite service calls while following company procedures and established safety practices.
  

• Professional appearance and demeanor when interacting with customers.
  

• Respect for customer property and a commitment to clean, safe, and professional workmanship.
  

• Valid driver's license and ability to safely operate a company-provided vehicle.
  

• Ability to work full-time from our Hammond office and travel to customer locations as needed, including overnight stays.
  

Preferred Qualifications

• 1–2 years of experience in IT support, help desk, desktop support, field services, MSP operations, or a related technical role.
  

• Previous experience performing structured network cabling installations in occupied commercial buildings.
  

• Hands-on experience installing, terminating, labeling, and testing CAT5e/CAT6 network cabling.
  

• Experience routing cable through drywall, ceilings, masonry, brick, and other common building materials.
  

• Experience selecting appropriate anchors, mounting hardware, drill bits, and installation tools for different surfaces.
  

• Experience installing wireless access points, network switches, wall-mounted network cabinets, equipment racks, cable raceways, and patch panels.
  

• Familiarity with cable testers, tone generators, punch-down tools, RJ45 termination, and basic structured cabling standards.
  

• Experience with basic Windows Server administration, Active Directory, DNS, DHCP, file sharing, and permissions.
  

• Familiarity with Linux distributions such as Ubuntu, Debian, or Rocky Linux.
  

• Experience accessing Linux systems through SSH and performing basic command-line troubleshooting.
  

• Familiarity with Microsoft 365, Active Directory, and Microsoft Entra ID.
  

• Experience with IT ticketing systems, remote monitoring and management (RMM) tools, and technical documentation platforms.
  

• Basic understanding of VLANs, VPNs, firewalls, and network troubleshooting.
  

• Experience installing, configuring, or troubleshooting VoIP phones and related telecommunications equipment.
  

• CompTIA A+, Network+, or similar industry certifications.
  

• Previous experience supporting multiple business customers or working in a customer-facing technical role.
  

Candidates with strong technical aptitude, practical hands-on experience, and a willingness to learn are encouraged to apply, even if they do not meet every preferred qualification.

Physical & Work Environment Requirements

• This is a full-time, office-based position in Hammond, Louisiana, with regular travel to customer locations, including overnight stays.
  

• Ability to lift, carry, and move IT and telecommunications equipment weighing up to 50 pounds, with assistance or equipment when appropriate.
  

• Ability to safely use ladders, hand tools, and power tools when performing authorized installation work.
  

• Ability to perform physical tasks such as bending, kneeling, reaching, and working in network closets, accessible ceiling spaces, and other designated equipment areas.
  

• Ability to perform network cabling, equipment mounting, and physical installations in commercial office environments.
  

• Ability to work safely around existing building infrastructure while protecting customer property and minimizing disruption.
  

• Ability to travel locally & out of state, including overnight stays, using a company-provided vehicle for authorized business activities.
  

• Reasonable accommodations may be provided to qualified individuals to perform essential job functions.
  

Benefits

• Competitive compensation based on qualifications and experience.
  

• Paid time off (PTO) and paid holidays.
  

• Company-provided cell phone
  

• Career advancement opportunities into Level 2/Level 3 engineering, networking, telecommunications, and other technical roles.
  

• Hands-on experience with enterprise IT infrastructure, cloud technologies, cybersecurity, networking, and VoIP systems.
  

• Opportunity to gain exposure to a wide range of technologies.
  

• Company-provided vehicle for authorized customer service calls and onsite work.
  

• Company-provided tools, equipment, and software required to perform assigned duties.
  

• Opportunities to develop and expand technical skills.