Field Services Engineer

Biz Technology Solutions, Inc.•Mooresville, NC

2d•$57,000 - $65,000•Hybrid

About The Position

New Charter is seeking a field-based Field Services Engineer to resolve client technology issues on-site and remotely while keeping essential IT systems reliable and secure. The position is based in Mooresville, North Carolina, and requires near-daily travel to client locations in Mooresville and surrounding areas. The engineer partners with clients, service delivery colleagues, and technical escalation teams to support Windows desktops and servers, Microsoft 365, Microsoft Entra ID, Intune, networks, and virtual infrastructure. The role includes managing tickets and project assignments in ConnectWise, maintaining accurate client documentation, and coordinating timely resolutions in line with service commitments. The engineer diagnoses recurring issues, performs preventive maintenance, and implements practical fixes across endpoints, networking equipment, backup systems, and cloud environments. Clear client communication, prioritization of competing requests, and prompt escalation of complex incidents are important. The role includes an on-call rotation and may require availability outside normal business hours. 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, with 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.

Benefits

Great medical insurance plans.
Work from home flexibility.
Responsible Time Off, with most of the team taking about three weeks off each year.
Paid gym memberships.
On-premises fully stocked snack bar, gym, meditation space, and gaming area.
Fleet of corporate vehicles to drive.
Social committee that plans social events.
Family-oriented company culture with a good work/life balance.
Monthly catered breakfasts and lunches.
Paid certifications and training.
Career path.
Vision and dental insurance.
401(k).