IT Field Technician (Smart Hands) - Melbourne, Australia

Job Description Project Overview We are a Managed Service Provider (MSP) operating remotely out of Canada, managing the complete IT infrastructure for a client based in [Melbourne, Australia]. We are looking for a reliable, responsive, and skilled "Smart Hands" IT Field Technician to handle all physical, on-site tasks at the client's location. We manage all L2/L3 engineering, system administration, and software support remotely. You will serve as our local physical presence, working in tandem with our remote team to deploy, troubleshoot, and maintain hardware and software. Scope of Work (SOW) The scope of work encompasses all physical IT interventions required at the client site. You will act as the physical extension of our remote team. Typical tasks include: • Hardware Deployment: Racking, stacking, and cabling of network equipment. • Workstation Setup: Physical deployment, teardown, and relocation of desktops, laptops (Wirindows, Mac), dual-monitor setups, Voip phones and peripherals (IMAC - Installs, Moves, Adds, Changes). • Physical Troubleshooting: Tracing network cables, testing wall ports, replacing faulty patch cables, and verifying power connections. • Component Replacement: Swapping out faulty hardware components (e.g., RAM, hard drives, power supplies, or dead network switches). • Remote Assistance: Plugging in console cables, performing physical hard-reboots, and acting as our "eyes" via video call during critical outages. Key Responsibilities • Join live troubleshooting calls (via Microsoft Teams/Zoom) with our remote engineers to execute step-by-step physical diagnostics. • Manage cable organization and ensure server racks and network closets remain clean, orderly, and safely configured. • Document all physical changes, maintain accurate physical hardware inventory, and update asset tags before leaving the site. • Communicate clearly and document all troubleshooting steps and resolutions into our ticketing system (or relay them to our remote team). • Strictly comply with all client site safety protocols and data security policies. Required Skills & Qualifications • Experience: 3+ years of proven experience in hands-on IT support, field technician, or data center roles. • Hardware Knowledge: Strong understanding of physical network topologies, cabling standards (Cat5e/Cat6, fiber), and enterprise hardware components (e.g., Cisco, Dell, HP, Fortinet, Ubiquiti). • Communication: Excellent English communication skills to effectively collaborate with our remote engineering team across different time zones. • Physical Ability: Ability to lift and move IT equipment (up to 20-25 kg) safely. • Independence: Highly responsive, punctual, and capable of executing technical instructions with minimal local supervision. • Certifications: CompTIA A+, Network+, or equivalent vendor certifications are highly preferred. Logistics & Equipment Requirements • Location: [South Melbourne, Australia] – Candidates must be local to this area. • Availability: [As-needed contract during standard Australian business hours.] • Required Tools: You must possess a basic IT field toolkit, including: o Screwdrivers, snips, and basic hand tools. o Network cable tester. o A reliable laptop with an RJ45 Ethernet port (or adapter) and necessary console cables. o A mobile smartphone with a high-quality camera for taking site photos and joining live video calls. • Transportation: Reliable personal transportation to and from the client site. Compensation: AUD $25/hour (approximately equivalent to the USD budget shown by Upwork