What are the responsibilities and job description for the Field Tech Officer (FTO) position at Reforge Tech LLC?
Field Tech Officer (FTO)
Job Title: Field Tech Officer (Level 1 / 2 depending on experience)
Reports To: Technical Operations Lead / Service Manager
Location: On-site at client premises
Technical Responsibilities
- Install, configure, and maintain desktops, laptops, printers, routers, mobile and network devices.
- Perform on-site troubleshooting of hardware, software, and network issues.
- Install and configure operating systems (Windows) and common business software.
- Manage device replacements, backups, antivirus, and patching.
- Document every site visit, ticket resolution, and issue escalation.
- Set up and support VoIP phones, surveillance systems, and other peripherals.
- Report recurring issues to leadership for root-cause analysis.
- Handle emergency calls during business hours (or rotational after-hours/weekends if needed).
Client-Facing / People Skills
- Communicate clearly with non-technical clients — especially under pressure.
- Listen actively and extract exact pain points.
- Represent your company with professional appearance and punctuality.
- Document notes for hand-off to other techs and for record-keeping.
- Educate clients gently when necessary, without sounding arrogant or rushed.
- Stay calm and composed even when dealing with frustrated clients.
- Maintain confidentiality and respect client data.
Requirements
- 1 years in IT support or technical field work (desktop/network support)
- Working knowledge of basic networking (IP, DNS, DHCP), Windows, and cloud tools
- Willingness to travel between client sites
- Ability to lift and move equipment (~30lbs)
- Comfortable using ticketing systems, documentation tools, remote access tools such ServiceNow and Asset Panda
- Certifications (preferred): CompTIA A , Network
Soft Skills
- Problem-solver mindset — doesn’t freeze under pressure.
- Doesn’t guess — knows when to escalate or double-check.
- Treats clients like partners, not a burden.
- Self-motivated — doesn’t need micromanagement
- Detailed — writes accurate ticket notes and documentation
- Time aware — knows how to triage onsite tasks under a schedule
- Curious — learns new tools, doesn’t stay stagnant
Salary : $37,000 - $42,999