Field Services Engineer

New Charter Technologies • Mooresville, NC

9d • Hybrid

About The Position

New Charter is seeking a Field Services Engineer to resolve client technology issues on-site and remotely while keeping essential IT systems reliable and secure. This field-based role serves clients in Mooresville, North Carolina, and surrounding areas, with near-daily travel to client locations as needed. The engineer partners with clients, service delivery colleagues, and technical escalation teams to troubleshoot Windows desktops and servers, Microsoft 365, Microsoft Entra ID, Intune, networks, and virtual infrastructure.

The role manages support tickets and project assignments in ConnectWise, maintains accurate client documentation, and coordinates timely resolutions against service commitments. It involves diagnosing recurring issues at their root cause, performing preventive maintenance, and implementing practical fixes across endpoints, networking equipment, backup systems, and cloud environments. The engineer communicates clearly with clients, prioritizes competing requests, and escalates complex incidents promptly.

The position is described as hybrid, with remote duties requiring a reliable internet connection and professional home workspace. Schedules may vary with coverage needs, generally between 7:00 a.m. and 6:00 p.m. Participation in an on-call rotation requires availability outside normal business hours. Occasional evening or weekend work, overnight travel, and air travel may be required. Optional law-enforcement-related client projects may require additional training and screening under applicable CJIS requirements; participation is voluntary.

Requirements

• Associate degree or 3–5 years of equivalent technical experience.
• At least one relevant industry certification or equivalent practical experience.
• Hands-on troubleshooting of Microsoft Windows desktops and servers, Microsoft 365, Microsoft Entra ID, and Intune.
• Solid understanding of IP networking, including switching, routing, wireless connectivity, and firewalls.
• Ability to diagnose hardware and software issues remotely and on-site.
• Strong customer communication, documentation, independent problem-solving, and teamwork skills.
• Valid driver’s license and reliable transportation for frequent client-site travel.

Nice To Haves

• Experience in a managed services provider (MSP) or high-volume, multi-client IT support environment.
• Familiarity with Apple macOS devices and mixed-platform environments.
• Experience supporting virtualized systems, cloud infrastructure, and backup/recovery workflows.
• Experience with ConnectWise or a comparable professional services automation/ticketing platform.
• Knowledge of ITIL service management practices and proactive managed services tooling.

Responsibilities

• Provide on-site technical support across client locations and remote support by phone, email, ticketing, and remote management tools as appropriate.
• Own assigned incidents, service requests, projects, and follow-ups; meet response expectations, escalate when necessary, and keep clients informed.
• Install, configure, maintain, and troubleshoot Windows systems, applications, Microsoft 365 services, and cloud infrastructure.
• Troubleshoot IP networks, switches, wireless systems, firewalls, virtual environments, and backup or restoration issues.
• Perform preventive maintenance, operating system updates, security configuration, patching, and network or system upgrades.
• Document client environments and work performed in ConnectWise and other knowledge systems; record time accurately and promptly.
• Identify recurring issues, recommend proactive improvements, and collaborate on long-term solutions.
• Participate in team stand-ups, technical meetings, training, and an on-call rotation requiring availability outside normal business hours.
• Follow company service procedures, ITIL-aligned ticket practices, and client service standards.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree