Field Service 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, Incident Response team (NOC/SOC/ESCALATIONS), and a Project Engineering team. The Field Service Engineer II is directly involved with the service Pods. The service Pods are responsible for delivering day to day technical services as per our contractual obligations with our clients. The FS2 engineer will work within a designated POD which includes a carefully picked list of clients. The POD FS2 engineer is responsible for performing scheduled and dispatch field visits to CTS clientele or CTS itself. As an FS2 engineer, you are responsible for the delivery of impeccable and advanced troubleshooting and general support of our clientele’s technical environment while also providing impeccable quality work and customer service. 

This is an individual contributor – technical position. 

KEY RESPONSIBILITIES

• Provide advanced onsite troubleshooting, preventive and reoccurring maintenance, and P1 (Priority One) support for client systems and infrastructure.  Provide off-hours support as needed to resolve outages and perform critical updates.
• Deliver white-glove support by ensuring timely, professional, and high-quality service to all clients.
• Install, configure, and maintain hardware, software, and networking equipment as required
• Manage all aspects of assigned accounts, including client communications, creating and managing system documentation, and inventory management. 
• Identify, analyze, and resolve complex technical issues using critical thinking and root-cause analysis. 
• Collaborate with internal teams to escalate and resolve issues efficiently. As well as vendors and client contacts.
• Maintain awareness of client environments and proactively identify areas for improvement or optimization.
• Uphold company standards for safety, professionalism, and customer satisfaction. 
• Communicate professionally and positively with clients, especially while onsite. Dress professionally and maintain a healthy relationship with the clients
• Track time, communications, and work output via our ConnectWise Manage PSA. 
• Complete summer projects for clients; this involves