Field Services Engineer - IT Support & Networking Expert

CTS; New York (NY); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

Health Insurance (medical, vision, and

Dental coverage

401(k) with company match

Flexible Spending Account (FSA)

Health Savings Account (HSA)

Employee Assistance Program (EAP)

Commuter Benefits

Disability Insurance

Life and AD&D Insurance

Paid Time Off

Holidays

Floating Holidays

Job summary

CTS is seeking an on-site L1 Field Services Engineer in the New York metropolitan area. You will provide day-to-day technical support, both on-site for clients in the South Bronx area and remotely as needed, reporting to the Field Services Supervisor.

Key duties include incident resolution under SLA, time tracking with ConnectWise, and collaboration with vendors and client contacts. Solid networking, Windows/macOS, and MSP tools experience are required.

Qualifications

• 2+ years of experience in a customer-facing, technical-services environment.
• 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 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 and adaptability.
• Ability to articulate business and technical problems clearly; strong written and oral communication.

Responsibilities

• Respond to and resolve service incidents per procedures and SLAs.
• Track time and manage via ConnectWise Manage PSA.
• Liaise with internal teams, vendors and client contacts.
• Identify SOP gaps and create/improve processes.
• Install, configure, and troubleshoot workstation/server/cloud apps.
• Triage CTS and client requests, inclusive of phone coverage.
• Complete work as assigned by Service Delivery supervisors.
• Document all work thoroughly in IT Glue and tickets.
• Maintain accurate daily timesheets for resource planning.

Skills

Networking protocols

WAN/LAN networking

WLAN technologies

Windows/macOS environments

PBX systems

Mobile and productivity suites

Time management

Communication

Customer-facing experience

SLA adherence

Tools

Cisco ASA

SonicWall

ConnectWise

Addigy

Ninja

ScreenConnect

PRTG

IT Glue

Job description

CTS is seeking an on-site L1 Field Services Engineer in the New York metropolitan area. You will provide day-to-day technical support, both on-site for clients in the South Bronx area and remotely as needed, reporting to the Field Services Supervisor.

Key duties include incident resolution under SLA, time tracking with ConnectWise, and collaboration with vendors and client contacts. Solid networking, Windows/macOS, and MSP tools experience are required.