Field Services Engineer

<div class="content-intro"><p><span data-contrast="none">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.</span></p> <p>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 <span data-contrast="none">are headquartered in Brooklyn, NY with 90+ employees across the US and several other countries. </span><span data-ccp-props="{&quot;201341983&quot;:1,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559685&quot;:1080,&quot;335559739&quot;:160,&quot;335559740&quot;:280}">&nbsp;</span><span data-contrast="none">Learn more about us at </span><a href="https://charterts.com/" target="_blank">https://www.charterts.com</a></p></div><h3><strong><span data-contrast="auto">JOB SUMMARY</span></strong></h3> <p>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.</p> <h3><strong><span data-contrast="auto">KEY RESPONSIBILITIES</span></strong></h3> <ul> <li>Respond to and resolve service incidents in accordance with existing procedures and service level agreement.</li> <li>Track time, communicate and work via our Connectwise Manage PSA.</li> <li>Liase with internal teams, vendors and client contacts.</li> <li>Help identify areas where Standard Operating Procedures (SOPs) don't exist or need further work and create and improve those processes.</li> <li>Installation, configuration and troubleshooting of workstation, server and cloud applications.&nbsp;</li> <li>Triage incoming CTS and client technical requests. This includes picking up the phone at all times.</li> <li>Compl