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.comJOB 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 agreement. 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 through 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-moti...