Field Services Engineer

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

Founded in 1991, ADNET Technologies is a SOC 2, Type II Compliant IT management and cybersecurity firm with offices in Rocky Hill, CT and Albany, NY. ADNET works closely with clients to provide industry-leading service across three core areas-Managed IT Services, Cybersecurity and Cloud-and is distinguished by its human-centered approach to client engagements. From providing seamless access to a vast support network to a dedicated Engagement Team in your local community, ADNET is proud to be both recognized globally and loved locally. ( Please note: Every application submitted through Workday is reviewed by a real person, not an AI. We value your time and take each submission seriously.)

New Charter is seeking a Field Services Engineer in Burlington, Vermont (in other companies this person could hold the title of Field Support Engineer, Field Service Technician, IT Field Services Engineer) to resolve client technology issues on-site and remotely while keeping essential IT systems reliable and secure.

This is a field-based position requiring near-daily travel to client locations in Burlington, Vermont, and the surrounding area.

In this role, you will partner 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. You will manage support tickets and project assignments in ConnectWise, maintain accurate client documentation, and coordinate timely resolutions against service commitments.

To be successful in this role, you will diagnose recurring issues at their root cause, perform preventive maintenance, and implement practical fixes across endpoints, networking equipment, backup systems, and cloud environments. You will communicate clearly with clients, prioritize competing requests, and elevate complex incidents promptly.

We understand that great candidates may not meet every requirement listed. If you meet around 70% of the qualifications and are excited about this role,

Job Title: Field Services Engineer

Job Location: Burlington, Vermont

Compensation: 65k

General Job Duties Include:

• 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.

Required Experience :

• 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.

Preferred Experience :

• 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.

Physical Requirements :

• Ability to lift equipment weighing up to 70 pounds using appropriate techniques and lifting aids; occasional ladder use or access to elevated or confined equipment areas may be required.
• Ability to work in office, client-site, and network/server-room environments, with extended periods of sitting or standing.
• Frequent local driving and occasional air travel, evening or weekend work, and overnight travel may be required.
• Work schedules may vary with coverage needs, generally between 7:00 a.m. and 6:00 p.m.; a reliable internet connection and professional home workspace are needed for remote duties.
• Reasonable accommodations may be available to enable qualified individuals to perform essential job functions.

Adnet Technologies, a New Charter Company, is committed to creating an inclusive environment and is proud to be an equal opportunity employer. Adnet Technologies recruits, employs, trains, compensates, and promotes regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.