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.

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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 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‑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, 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 9:00 am to 5:30 pm. Availability for overtime and occasional weekend work may be required. This is a field‑based role requiring daily travel to client sites across Brooklyn, Queens, Manhattan, and the Bronx
, with a primary focus depending on assigned territory. We are seeking two Field Services Engineers: one based near Coney Island area of Brooklyn and another based near Harlem, NY area
. While occasional remote work may be available, both positions require candidates to be ready and able to travel to assigned client sites each workday.

The salary range for this role is $60,000 –…