Job titleSupport Technician

About the job

Company Description

Datapath is a recognized leader in technology and innovation, serving nationwide clients across various industries. Since 2005, the company has been a trusted partner for businesses, schools, and government agencies, providing innovative solutions, cybersecurity, and professional IT services. Datapath is committed to ensuring the security and efficiency of its clients through cutting-edge technology and expert guidance. Their dedication to being a reliable technology partner sets them apart in the competitive IT landscape.

Position Overview

The Discovery Technician is a field-forward support role within the sales engineering function. This person conducts structured onsite visits to prospect environments, gathers technical information, and produces documented discovery packages that enable the sales engineers to design solutions accurately and efficiently. This role does not make design decisions or produce quotes — it is the information-gathering and documentation layer that removes a significant burden from SE capacity.

This role is intentionally designed as a career development position. A discovery technician who performs well and develops technical depth is the natural pipeline candidate for the pending Sales Engineer hire, eliminating the need to go to market for that position.

Core Responsibilities

1. Onsite discovery visits

• Conduct structured technical walkthroughs of prospect environments — scheduled by the SE or sales team through ConnectWise
• Document physical infrastructure: rack layout, server equipment, network gear (switches, firewalls, APs), UPS/PDU, cabling
• Photograph all rack environments, key equipment, and infrastructure areas
• Run basic network discovery scans to capture IP scheme, device inventory, and VLAN structure
• Interview the prospect's primary IT contact to capture pain points, known issues, and compliance context
• Complete the standard SE scoping document intake sections (environment summary, site/user counts, complexity flags) based on findings

2. IT Glue documentation

• Create the organization and site record in IT Glue for every prospect visited — within 24 hours of the site visit
• Populate the network documentation record: topology summary, ISP/circuit details, IP addressing scheme, VLAN list
• Populate the asset inventory record: server list, network equipment, endpoint count, UPS and power infrastructure
• Attach all site photos to the relevant IT Glue records
• Cross-link the IT Glue organization record to the ConnectWise opportunity — this is a required step before handoff to the SE
• Use established IT Glue templates — do not create ad-hoc record structures

3. Handoff and communication

• Notify the assigned SE when the IT Glue record and discovery package are complete and ready for design
• Update the ConnectWise opportunity activity log after each site visit and at discovery package completion
• Be available to answer SE questions about site findings — you were there, they were not
• Flag anything unusual, complex, or potentially problematic observed during the visit to the SE before handoff

Qualifications

Required

• 1–3 years of experience in a helpdesk, desktop support, field technician, or IT support role
• Working knowledge of network fundamentals: IP addressing, VLANs, switching, basic firewall concepts
• Ability to read and document rack diagrams and basic network topologies
• Comfort operating in unfamiliar environments — ability to independently conduct a structured site walkthrough
• Strong written communication — discovery documentation must be clear enough for an SE who was not present to design from it
• Valid driver's license and reliable transportation for local site visits

Preferred

• Experience with IT Glue or any structured IT documentation platform
• Familiarity with ConnectWise Manage or similar PSA tools
• Exposure to MSP or managed services environments
• Interest in growing into a pre-sales or solutions architect role — this position is designed with that path in mind
• CompTIA Network , A , or equivalent certification (not required but demonstrates relevant foundation)

Success Metrics

Documentation turnaround- IT Glue record created and CW cross-link completed within 24 hours of site visit

Record completeness-SE can design from the discovery package without follow-up questions 90% of the time

IT Glue accuracy- No factual errors in network or asset documentation discovered post-project-kickoff

Visit scheduling-Site visits scheduled and completed within the timeline requested by the SE or sales rep

Career progression-Demonstrating readiness for SE responsibilities within 12–18 months of hire

Job Type: Full-time

Pay: $27.00 - $30.00 per hour

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Work Location: Hybrid remote in Modesto, CA 95354

Salary : $27 - $30