Field Services Engineer

JOB SUMMARY

As a Field Services Engineer at CTS, you will play a crucial role within our Service Delivery team, ensuring our clients receive exceptional day-to-day technical support. Reporting to the Field Services Supervisor, you will act as the face of CTS, delivering both hands-on, on-site support and efficient remote assistance. Utilizing tools like ConnectWise, you will manage service requests, and uphold our service level agreements (SLAs), ensuring our clients' technology infrastructure runs smoothly.

KEY RESPONSIBILITIES

• Respond to and resolve service incidents in accordance with existing procedures and service level agreement.
• Track time, communicate and work via our Connectwise Manage PSA.
• Liaise with internal teams, vendors and client contacts.
• Help identify areas where Standard Operating Procedures (SOPs) don't exist or need further work and create and improve those processes.
• Installation, configuration and troubleshooting of workstation, server and cloud applications.
• Triage incoming CTS and client technical requests. This includes picking up the phone at all times.
• Complete all work assigned by Service Delivery Supervisor and Service Delivery Coordinator.
• Ensure the prompt and thorough documentation of all work done via our ticketing system, IT Glue and other tools.
• Ensure timesheet is kept impeccable on a daily basis with accurate time entries in order to better understand client and company resource demands and any needs thereof.

REQUIRED SKILLS AND QUALIFICATIONS

• 2+ years of experience in a customer-facing, technical-services environment, with a strong commitment to customer service.
• Experience with networking protocols: TCP/IP, VPN, IPSEC, VoIP, and QoS.
• Experience in WAN/LAN networking, including routing, switching, security, and load balancing.
• Experience in WLAN technologies including, but not limited to, Meraki, UniFi, and Cisco.
• Experience with Microsoft Windows Server, Windows Desktop, and Apple Ecosystem.
• Experience with Grand Stream or other Asterisk-based PBX systems.
• Experience with Android, iOS, Gsuite, and Office365.
• Self-motivated, with excellent time management skills and the ability to handle and adapt to changing priorities and special projects in a high growth environment.
• Ability to clearly articulate business and technical problems in terms of data and symptoms, causes and effects, and potential remedies; and
• Strong written and oral communication skills are a strict requirement.

PREFERRED SKILLS AND QUALIFICATIONS

• MSP experience.
• Knowledge of Cisco ASA and SonicWall firewall.
• Experience with MSP-related tools: ConnectWise, Addigy, Ninja, ScreenConnect, PRTG, and IT Glue.

WORK SCHEDULE & LOCATION

The expected schedule is Monday through Friday 9am to 5:30pm. Availability for overtime and occasional weekend work may be required.

This is a field-based role requiring daily travel to client sites in the Bridgeport, CT area. While occasional remote work may be available, this position requires candidates to be ready and able to travel to a client site each workday.

COMPENSATION

The salary range for this role is $60,000 - $80,000 annually

BENEFITS

• Competitive compensation
• Health Insurance (medical, vision, dental), 80% covered for employee-only plans and 75% covered for employee-spouse, employee-kid, and employee-family plans
• Flexible Spending Account (FSA)
• Health Savings Account (HSA)
• Employee Assistance Program (EAP)
• Retailer Plan (401(k)) with company match
• Commuter Benefits
• Short-Term Disability Insurance fully paid by the company
• Long-Term Disability Insurance fully paid by the company
• Life and AD&D Insurance, with optional Supplemental Life Insurance
• Paid Time Off, including Paid Parental Leave
• 10 Holidays
• 2 Floating Holidays

THE INTERVIEW PROCESS

• Screening call with a member of our HR team (30 minutes)
• Technical interview with the Hiring Manager (45 minutes)
• Panel interview with the Hiring Manager and Department Director (60 minutes)
• (If applicable) Executive interview

CTS is an Equal Opportunity Employer

CTS is committed to working with and providing access and reasonable accommodation to applicants. If you require an accommodation, please reach out to jobs@charterts.com once you've begun the interview process. All requests for accommodations are treated discreetly and confidentially, as practical and permitted by law.