Field Services Engineer

CTS•Bridgeport, CT

25d•$60,000 - $80,000•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 service Pods are responsible for delivering day to day technical services as per our contractual obligations with our clients. The Field Services Engineer will work within a designated POD which includes a carefully picked list of clients. The Field Services Engineer is responsible for providing day to day support to the clients remotely and onsite via ConnectWise, phone, and many other tools.

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.

Nice To Haves

MSP experience.
Knowledge of Cisco ASA and SonicWall firewall.
Experience with MSP-related tools: ConnectWise, Kaseya VSA, PRTG, and IT Glue.

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.
Liase 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 through 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.

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
Please note that the availability and specifics of benefits may vary depending on your country of residence.