Field Services Engineer (Massachusetts)

CTS; New York, Springfield (NY, MA, NJ); On-site; CAD 85,000 - 114,000; Full time

Benefits offered by this job

Health Insurance

401(k) with company match

Paid time off

Job summary

CTS delivers comprehensive IT solutions and supports nonprofits, education, and other sectors. The Field Services Engineer participates in the Service POD, handling scheduled and dispatch field visits, troubleshooting, and client support with a focus on quality and customer service.

This full-time role requires travel to client sites; strong networking, Windows/Apple experience, and communication skills are essential. Competitive benefits and growth opportunities are offered.

Qualifications

• 2+ years in a customer-facing technical-services environment.
• Experience with TCP/IP, BGP, OSPF, VPN, IPSEC, VoIP, QoS.
• Experience with WAN/LAN routing, switching, security, and load balancing.
• Microsoft Windows Server, Windows Desktop, and Apple ecosystems familiarity.
• Experience with PBX systems (e.g., Grandstream or Asterisk-based).
• Experience with Android, iOS, G Suite, and Office 365.

Responsibilities

• Provide onsite installation, configuration, and troubleshooting of workstation, server, and cloud apps for CTS and clients.
• Respond to and resolve service requests/incidents per SLAs.
• Liaise with internal teams, vendors, and client contacts.
• Communicate professionally with clients on site; maintain relationships.
• Perform onsite maintenance at client sites.
• Track time and work output in ConnectWise Manage.

Skills

Customer-facing service

Networking protocols

WAN/LAN routing

Windows/Apple ecosystems

VoIP/telecom support

Time management

Clear communication

Learning agility

Scripting understanding

Data-driven problem solving

Tools

ConnectWise Manage

Kaseya VSA

PRTG

ITGlue

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

The Service Delivery team at CTS consists of Service PODs and an Incident Response team (NOC/SOC/Escalations). The Field Services Engineer is directly involved with the Service PODs. The PODs are responsible for delivering day to day technical services as per our contracts with our clients. The Field Service Engineer will work within a designated POD which includes a carefully selected list of clients. The Field Service Engineer is responsible for performing scheduled and dispatch field visits to CTS clients or CTS itself. As an FSE , you are responsible for the delivery of impeccable troubleshooting and general support of our clients’ technical environment while also providing impeccable quality work and customer service.

Thisis a full-time technical position as an individual contributor .

KEY RESPONSIBILITIES

• Provide onsite installation, configuration, and troubleshooting of workstation, server, and cloud applications for CTS and its clients;
• Respond to and resolve service requests/incidents dispatches in accordance with existing procedures and service level agreements (SLAs ).
• Liaise with internal teams, vendors, and client contacts.
• Communicate professionally and positively with clients , especially while onsite . Dress professionally and maintain a healthy relationship with the clients.
• Perform onsite recurring maintenance at client sites.
• Track time, communications, and work output via our ConnectWise Manage PSA.
• Serve as a resource, if needed, for internal/client-facing projects.
• Complete summer projects for clients ; this involves any and all engineering projects during which time network environments get implemented, upgraded and/ or reconfigured. The FS engineer will perform these tasks in collaboration with the Project Coordinators and Engineers.
• Complete assigned book of work items as delegated by Service Delivery Manager or Service Delivery Supervisor.
• Always be on time for Onsite Visits and Dispatches .

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, BGP, OSPF, VPN, IPSEC, VoIP, and QoS.
• Exp erience in WAN/LAN networking—including routing, switching, security, and load balancing.
• 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 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; and
• Strong written and oral communication skills are a strict requirement.
• Knowledge: Is an established and steady performer that is beginning to focus on attaining expertise in one or more areas. Learns quickly and makes steady progress without the need for constant or significant feedback from more senior team members.
• Networking: Able to troubleshoot common problems with network equipment such as a switch. Able to configure any network endpoint such as a printer, WAP, or PDU.
• Telecom: Able to support some VoIP or collaboration systems and configure and deploy some endpoints such as phones or conferencing equipment.
• Servers and Systems: Able to support simple server or storage systems such as Windows Server, VMware ESX, Synology, and AD such as to upgrade software versions, safely free up disk space, replace components or perform other maintenance. Able to provide moderate and effective desktop support.
• Servers and Systems: Understands concepts of OUs, Groups, GPOs. Can read stop error logs. A+ or equivalent experience.
• Systems and Data: Able to perform SOP maintenance and basic changes in systems such as Google, O365 or similar. Execute standard SOP changes to client data without errors.
• Coding: Able to understand functions of scripts and code created by others and utilize when appropriate to increase support efficiency and speed.
• Networking: Understands concepts of NAT, firewalls, VLANs, VPNs, ISP peer issues. Intermediate troubleshooting: netstat, arp , nslookup .
• Delivery: Applies learned concepts to solve issues of a clearly defined scope and/or limited complexity. Able to solve technical issues unassisted some of the time. Able to accomplish developmental assignments that require limited decision making and complexity. Documents processes and procedures.
• Communication and Leadership: Able to effectively communicate with internal stakeholders, including peers and managers. Able to communicate assumptions and obtain clarification on tasks to minimize the need for rework. Able to understand generally how their work fits into the larger project and communicate any lack of understanding.

PREFERRED SKILLS AND QUALIFICATIONS

• MSP experience;
• Knowledge of Cisco ASA and SonicWALL firewalls;
• Experience with MSP related tools: ConnectWise, Kaseya VSA, PRTG, and ITGlue .

WORK SCHEDULE & LOCATION

This is a full-time position, 9am to 5:30pm.

We are serving 2 locations in Massachusetts: Springfield and Burlington.

This is Field Services position, which requires 2 to 3 visits per week to client sites. There will be work from home days occasionally with the expectation that if a dispatch is needed the engineer will be able to fulfill it.

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

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

We aim to move fast. You’ll receive scheduling emails from [e-mail] through Greenhouse.

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in CTS’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.