Field Services Technician

JOB SUMMARY

As a Field Services Technician 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 Connect Wise, you will manage service requests, and uphold our service level agreements (SLAs), ensuring our clients' technology infrastructure runs smoothly.

• 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 thorough 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.

• 2+ years of experience in a customer-facing, technical-service 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, Uni Fi, 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 Office
  365.
• Self‑motivated, with excellent time management skills and the ability to handle and adapt to changing priorities and special projects in a high growth environment.
• Ability to clearly articulate business and technical problems in terms of data and symptoms, causes and effects, and potential remedies; and
• Strong written and oral communication skills are a strict requirement.

• MSP experience.
• Knowledge of Cisco ASA and Sonic Wall firewall.
• Experience with MSP-related tools:
  Connect Wise, Addigy, Ninja, Screen Connect, PRTG, and IT Glue.

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

This is a field‑based role requiring daily travel to Staten Island as the assigned territory.

The salary range for this role is $55,000 to $60,000 annually.

• Competitive compensation
• Health Insurance (medical, vision, dental), 80% covered for employee-only plans and 75% covered for employee-spouse, employee-kids, and employee-family plans
• Flexible Spending Account (FSA)
• Health Savings Account (HSA)
• Employee Assistance Program (EAP)
• Retirement Plan (401(k)) with company match
• Short-Term Disability Insurance fully paid by the company
• Long-Term Disability Insurance fully paid by the company
• Life and AD&D Insurance, with optional Supplemental Life Insurance
• 10 Holidays
• 2 Floating Holidays

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 (Use the "Apply for this Job" box below). (information available in English and Spanish).

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  once you've begun the interview process. All requests for accommodations are treated discreetly and confidentially, as practical and permitted by law.