Field Services Engineer

CTS•Denver, CO

19d•$80,000 - $100,000•Hybrid

About The Position

CTS delivers comprehensive IT solutions to meet the unique demands of mission-driven organizations. We have deep expertise in supporting nonprofits and educational institutions, however our team is equipped to handle the complexities of IT across a variety of sectors. We’re committed to making technology work seamlessly, so our clients can focus on making a difference, regardless of their industry. At CTS, we believe in building a company culture that fosters growth, collaboration, and innovation. By joining our team, you will not only help empower businesses with cutting-edge IT solutions but also build a rewarding career in a dynamic and supportive environment. Discover the many reasons why CTS is a great place to advance your career. We are headquartered in Brooklyn, NY with 90+ employees across the US and several other countries. Learn more about us at https://www.charterts.com JOB SUMMARY The Service Delivery team at CTS consists of Service Pods, Incident Response team (NOC/SOC/ESCALATIONS), and a Project Engineering team. The Field Services Engineer II is directly involved with the service Pods. The service Pods are responsible for delivering day to day technical services as per our contractual obligations with our clients. The FS 2 engineer will work within a designated POD which includes a carefully picked list of clients. The POD FS 2 engineer is responsible for performing scheduled and dispatch field visits to CTS clientele or CTS itself. As an FS 2 engineer , you are responsible for the delivery of impeccable and advanced troubleshooting and general support of our clientele’s technical environment while also providing impeccable quality work and customer service. This is an individual contributor – technical position.

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, 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.
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.
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. Advanced troubleshooting: netstat, arp , nslookup .
Servers and Systems: Understands concepts of OUs, Groups, GPOs. Can read stop error logs. A+ or equivalent experience.
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 firewall.
Experience with MSP-related tools: ConnectWise, NinjaRMM, PRTG, and IT Glue.

Responsibilities

Provide advanced onsite troubleshooting, preventive and reoccurring maintenance, and P1 (Priority One) support for client systems and infrastructure . Provide off- hours support as needed to resolve outages and perform critical updates.
D eliver white-glove support by ensuring timely , professional, and high-quality service to all clients.
I nstall, configure, and maintain hardware, software, and networking equipment as
M anage all aspects of assigned accounts, including client communications, creating and managing system documentation, and inventory management .
Identify , analyze, and resolve complex technical issues using critical thinking and root-cause analysis .
C ollaborate with internal teams to escalate and resolve issues efficiently. As well as vendors and client contacts .
M aintain awareness of client environments and proactively identify areas for improvement or optimization.
U phold company standards for safety, professionalism, and customer satisfaction .
Communicate professionally and positively with clients , especially while onsite . Dress professionally and maintain a healthy relationship with the clients
Tr ack time, communications, and work output via our ConnectWise Manage PSA.
C omplete summer projects for clients ; this involves any and all engineering projects during which time network environments get implemented, upgraded and/ or reconfigured. The FS 2 engineer will perform these tasks in collaboration with the Project Coordinators and Engineers.
C omplete assigned book of work items as delegated by Service Delivery Manager or Service Delivery Supervisor.
A lways 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