Field Services Engineer

CTS; Bridgeport (CT); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

Health Insurance

Flexible Spending Account (FSA)

Retirement Plan (401(k)) with company match

Life and AD&D Insurance

Job summary

CTS is seeking a Field Services Engineer to join our Service Delivery team based in Bridgeport, CT. In this role, you will provide day-to-day technical support, both on-site and remotely, ensuring that clients receive exceptional service. You will help manage technology infrastructure and correspond with various internal and external teams. The position offers a salary range of $60,000 to $80,000 annually.

We value a commitment to customer service and technical proficiency in various networking protocols. Join us to further your career in a supportive and dynamic environment, where innovation is fostered.

Qualifications

• 2+ years of experience in a customer-facing technical-services environment.
• Experience with networking protocols including TCP/IP, VPN, IPSEC.
• Strong written and oral communication skills.

Responsibilities

• Respond to and resolve service incidents according to SLAs.
• Manage service requests through ConnectWise.
• Install, configure and troubleshoot workstations, servers, and cloud applications.

Skills

Customer service

Networking protocols (TCP/IP, VPN, IPSEC, VoIP)

WAN/LAN networking

WLAN technologies (Meraki, UniFi, Cisco)

Microsoft Windows Server

Apple Ecosystem

PBX systems (Grand Stream or Asterisk-based)

Android, iOS

Gsuite and Office365

Tools

ConnectWise

Addigy

Ninja

ScreenConnect

PRTG

IT Glue

Job description

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

As a Field Services Engineer at CTS, you will play a crucial role within our Service Delivery team, ensuring our clients receive exceptional day-to-day technical support. Reporting to the Field Services Supervisor, you will act as the face of CTS, delivering both hands‑on, on‑site support and efficient remote assistance. Utilizing tools like ConnectWise, you will manage service requests, and uphold our service level agreements (SLAs), ensuring our clients' technology infrastructure runs smoothly.

KEY RESPONSIBILITIES

• Respond to and resolve service incidents in accordance with existing procedures and service level agreements.
• 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 thorough 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.

REQUIRED SKILLS AND QUALIFICATIONS

• 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.
• Strong written and oral communication skills are a strict requirement.

PREFERRED SKILLS AND QUALIFICATIONS

• MSP experience.
• Knowledge of Cisco ASA and SonicWall firewall.
• Experience with MSP-related tools: ConnectWise, Addigy, Ninja, ScreenConnect, PRTG, and IT Glue.

WORK SCHEDULE & LOCATION

The expected schedule is Monday through Friday 9 am to 5:30 pm. Availability for overtime and occasional weekend work may be required.

This is a field‑based role requiring daily travel to client sites in the Bridgeport, CT area. While occasional remote work may be available, this position requires candidates to be ready and able to travel to a client site each workday.

COMPENSATION

The salary range for this role is $60,000 – $80,000 annually.

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
• 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
• 10 Holidays
• 2 Floating Holidays

LEGAL & EEO STATEMENTS

CTS participates in the E-Verify Program. As part of this program, the company provides the federal government with Form I‑9 information to confirm employment eligibility in the United States. Learn more at e-verify.gov.

CTS is proud to be an equal opportunity employer that celebrates diversity and is committed to creating an inclusive workplace with equal opportunity for all applicants and employees. Our goal is to recruit the most talented people from a diverse candidate pool regardless of race, color, ancestry, national origin, religion, disability, sex (including pregnancy), age, gender, gender identity, sexual orientation, marital status, veteran status, or any other characteristic protected by law.

CTS is committed to providing access and reasonable accommodation to applicants. If you require an accommodation, please contact the hiring team once you have begun the interview process. All requests for accommodations are treated discreetly and confidentially, as practical and permitted by law.