Field Services Engineer

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.

This is 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.
• Create and maintain information and documentation in ConnectWise Manage and ITGlue.
• 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.