IT Field Technician / Client Success Technician

Job Overview

World Network Systems (WNS) is a U.S.-based managed services provider delivering enterprise-grade IT support to nonprofit organizations, education institutions, and hospitality clients across the Greater Philadelphia area.

We are looking for an IT Field Technician who is as comfortable managing a client relationship as they are resolving a ticket. This is not a help desk role. You will be the primary WNS presence at your assigned accounts — the person clients call when something goes wrong and trust when something needs to change.

Day to day, you will own the IT environments of 8-12 active accounts: managing Microsoft 365 and Active Directory, supporting Windows endpoints, administering VoIP phone systems, handling physical installs and cable runs, and coordinating with vendors on the client's behalf. You will also work alongside our network engineering team, escalating complex infrastructure issues and collaborating on larger projects.

The right candidate brings technical depth, takes ownership, documents their work thoroughly, and knows how to communicate with a nonprofit director or hotel GM just as confidently as they troubleshoot a downed server.

If you want a desk job, this isn't it. If you want to be the person clients rely on — this is the role.

Required Qualifications

• 2+ years MSP or IT field technician experience
• Microsoft 365 administration — Exchange, SharePoint, Teams, MFA, spam filter management
• Active Directory — user lifecycle, GPO basics, VPN troubleshooting
• Windows 10/11 endpoint support — imaging, domain join, driver management
• VoIP basic administration (any platform — extension routing, phone provisioning)
• Physical installs — cable drops, keystones, AP mounting, camera installation
• Strong written communication — ticket documentation, client-facing emails
• Philadelphia/Greater Philadelphia area resident — client sites are primarily on-site
• Valid driver’s license and reliable transportation
• Comfortable working directly with nonprofit and hospitality clients

Preferred Qualifications

• Google Workspace / Google Admin experience
• GoGuardian or school Chromebook management
• Hotel systems exposure (Micros PMS, Saflok, Toast POS)
• VoIP platform experience (Cloudli, RingCentral, or similar)
• WatchGuard firewall familiarity
• UniFi network administration
• Project coordination — ability to manage vendor relationships and multi-step installs

Character & Soft Skills

• Discretion — handles sensitive data (employee terminations, finance system access, security incidents)
• Self-directed — manages own ticket queue without constant oversight
• Client-facing professionalism — represents WNS directly at client sites
• Documentation discipline — logs all work with sufficient detail for handoff
• Escalation awareness — knows when to escalate vs. resolve independently

Pay: $65,000.00 - $72,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance

Work Location: In person