Field IT Engineer - On-Site & Remote Support (Travel)

Sage Computer Associates, Inc.; United States; On-site; USD 60,000 - 72,000; Full time

Job summary

New Charter is seeking a Field Services Engineer to resolve client technology issues on-site in Burlington, Vermont, and remotely. Responsibilities include handling Windows desktops/servers, Microsoft 365, Entra ID, Intune, networks, and virtual infrastructure with ConnectWise ticketing and precise client documentation.

You will travel locally to client sites, diagnose root causes, perform preventive maintenance, and support incidents within ITIL-aligned procedures.

Qualifications

• 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.

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, elevate 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.
• Optional law-enforcement-related client projects may require additional training and screening under applicable CJIS requirements; participation is voluntary.

Skills

Customer communication

Independent problem-solving

Teamwork

Documentation

Time management

Education

Associate degree

Tools

ConnectWise

Microsoft Intune

Microsoft 365

Microsoft Entra ID

Job description

New Charter is seeking a Field Services Engineer to resolve client technology issues on-site in Burlington, Vermont, and remotely. Responsibilities include handling Windows desktops/servers, Microsoft 365, Entra ID, Intune, networks, and virtual infrastructure with ConnectWise ticketing and precise client documentation.

You will travel locally to client sites, diagnose root causes, perform preventive maintenance, and support incidents within ITIL-aligned procedures.