Field Services Engineer (Massachusetts)

CTS•Burlington, MA

10d•$60,000 - $80,000•Hybrid

About The Position

The Service Delivery team at CTS consists of Service PODs and an Incident Response team (NOC/SOC/Escalations). The Field Services Engineer is directly involved with the Service PODs. The PODs are responsible for delivering day to day technical services as per our contracts with our clients. The Field Service Engineer will work within a designated POD which includes a carefully selected list of clients. The Field Service Engineer is responsible for performing scheduled and dispatch field visits to CTS clients or CTS itself. As an FSE, you are responsible for the delivery of impeccable troubleshooting and general support of our clients’ technical environment while also providing impeccable quality work and customer service. This is a full-time technical position as an individual contributor.

Requirements

2+ years of experience in a customer-facing, technical-services environment, with a strong commitment to customer service.
Experience with networking protocols: TCP/IP, BGP, OSPF, 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 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;
Strong written and oral communication skills are a strict requirement.
Knowledge: Is an established and steady performer that is beginning to focus on attaining expertise in one or more areas. Learns quickly and makes steady progress without the need for constant or significant feedback from more senior team members.
Networking: Able to troubleshoot common problems with network equipment such as a switch. Able to configure any network endpoint such as a printer, WAP, or PDU.
Telecom: Able to support some VoIP or collaboration systems and configure and deploy some endpoints such as phones or conferencing equipment.
Servers and Systems: Able to support simple server or storage systems such as Windows Server, VMware ESX, Synology, and AD such as to upgrade software versions, safely free up disk space, replace components or perform other maintenance. Able to provide moderate and effective desktop support.
Servers and Systems: Understands concepts of OUs, Groups, GPOs. Can read stop error logs. A+ or equivalent experience.
Systems and Data: Able to perform SOP maintenance and basic changes in systems such as Google, O365 or similar. Execute standard SOP changes to client data without errors.
Coding: Able to understand functions of scripts and code created by others and utilize when appropriate to increase support efficiency and speed.
Networking: Understands concepts of NAT, firewalls, VLANs, VPNs, ISP peer issues. Intermediate troubleshooting: netstat, arp, nslookup.
Delivery: Applies learned concepts to solve issues of a clearly defined scope and/or limited complexity. Able to solve technical issues unassisted some of the time. Able to accomplish developmental assignments that require limited decision making and complexity. Documents processes and procedures.
Communication and Leadership: Able to effectively communicate with internal stakeholders, including peers and managers. Able to communicate assumptions and obtain clarification on tasks to minimize the need for rework. Able to understand generally how their work fits into the larger project and communicate any lack of understanding.

Nice To Haves

MSP experience;
Knowledge of Cisco ASA and SonicWALL firewalls;
Experience with MSP related tools: ConnectWise, Kaseya VSA, PRTG, and ITGlue.

Responsibilities

Provide onsite installation, configuration, and troubleshooting of workstation, server, and cloud applications for CTS and its clients;
Respond to and resolve service requests/incidents dispatches in accordance with existing procedures and service level agreements (SLAs).
Liaise with internal teams, vendors, and client contacts.
Communicate professionally and positively with clients, especially while onsite. Dress professionally and maintain a healthy relationship with the clients.
Perform onsite recurring maintenance at client sites.
Track time, communications, and work output via our ConnectWise Manage PSA.
Create and maintain information and documentation in ConnectWise Manage and ITGlue.
Serve as a resource, if needed, for internal/client-facing projects.
Complete summer projects for clients; this involves any and all engineering projects during which time network environments get implemented, upgraded and/or reconfigured. The FS engineer will perform these tasks in collaboration with the Project Coordinators and Engineers.
Complete assigned book of work items as delegated by Service Delivery Manager or Service Delivery Supervisor.
Always be on time for Onsite Visits and Dispatches.

Benefits

Competitive compensation
Health Insurance (medical, vision, dental), 80% covered for employee-only plans and 75% covered for employee-spouse, employee-kids, and employee-family plans
Flexible Spending Account (FSA)
Health Savings Account (HSA)
Employee Assistance Program (EAP)
Retirement 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