Field Services Engineer
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 supports clients in Mooresville, North Carolina, and surrounding areas, with near-daily travel to client locations. 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. Success requires diagnosing recurring issues at their root cause, performing preventive maintenance, implementing practical fixes across endpoints, networking equipment, backup systems, and cloud environments, communicating clearly, prioritizing competing requests, and escalating complex incidents promptly. The position includes an on-call rotation requiring 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 experience with 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.
- Ability to lift equipment weighing up to 70 pounds using appropriate techniques and lifting aids.
- Ability to work in office, client-site, and network/server-room environments, including extended periods of sitting or standing.
- Reliable internet connection and a professional home workspace for remote duties.
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 at client locations and remote support by phone, email, ticketing, and remote management tools.
- 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, and 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.
- 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 snack bar, gym, meditation space, and gaming area
- Fleet of corporate vehicles
- Social committee and social events
- Family-oriented company culture and work/life balance
- Monthly catered breakfasts and lunches
- Paid certifications and training
- Career path
- Vision and dental insurance
- 401(k)
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
