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

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 Services 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 any and all engineering projects during which time network environments get implemented, upgraded and / or reconfigured. The FS2 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

REQUIRED CRITERIA FOR ALL LEVEL 6 ENGINEERS

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.

CTS-Specific Knowledge Competencies :

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

HOURS & LOCATION

The expected schedule is Monday through Friday 9am to 5 : 30pm. Availability for overtime and occasional weekend work may be required.

This is a hybrid position primarily based at our client sites in the Denver and Aurora, CO area. There are some days that you will be working from home but the expectation is to be available at any one of our clients sites.

COMPENSATION

The salary range for this role is $80,000 - $100,000

BENEFITS

THE HIRING PROCESS

We will try to make it as fast as possible! : -) We use Greenhouse to help us schedule the meetings so emails will come from jobs@charterts.com.

Once you are successfully approved on one step, you will be moved to the following one.

CTS is proud to be an equal opportunity employer that celebrates diversity and is committed to creating an inclusive workplace with equal opportunity for all applicants and employees. Our goal is to recruit the most talented people from a diverse candidate pool regardless of race, color, ancestry, national origin, religion, disability, sex (including pregnancy), age, gender, gender identity, sexual orientation, marital status, veteran status, or any other characteristic protected by law.

CTS is committed to working with and providing access and reasonable accommodation to applicants. If you require an accommodation, please reach out to jobs@charterts.com once you've begun the interview process. All requests for accommodations are treated discreetly and confidentially, as practical and permitted by law.

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).