JOB SUMMARY

The Service Delivery team at CTS consists of Service PODs and an Incident Response team (NOC/SOC/Escalations). TheField Services Engineer isdirectly involved with the Service PODs. The PODs are responsible for deliveringday to daytechnical services as per our contracts with our clients. TheField ServiceEngineer will work within a designated POD which includes a carefully selected list of clients. The Field ServiceEngineer is responsible for performing scheduled anddispatch field visits to CTS clients or CTS itself. Asan FSE, you are responsible for the deliveryof impeccable troubleshooting and general supportofour clients’ technical environmentwhilealsoprovidingimpeccablequality workandcustomerservice.

Thisis a full-time technical position as anindividualcontributor.

KEY RESPONSIBILITIES

• Provideonsiteinstallation,configuration,andtroubleshootingofworkstation,server,andcloudapplicationsforCTSand its clients;
• Respondtoandresolveservicerequests/incidentsdispatchesinaccordancewithexistingproceduresandservicelevel agreements(SLAs).
• Liaisewithinternalteams,vendors,andclientcontacts.
• Communicate professionallyand positively with clients, especiallywhile onsite.Dressprofessionallyandmaintain a healthy relationship with the clients.
• Performonsiterecurringmaintenanceatclientsites.
• Tracktime,communications,andworkoutputviaourConnectWiseManagePSA.
• CreateandmaintaininformationanddocumentationinConnectWiseManageandITGlue.
• Serveasaresource,ifneeded,forinternal/client-facingprojects.
• Complete summer projects for clients;this involvesany and allengineering projects during whichtimenetwork environmentsget implemented, upgradedand/or reconfigured. The FS engineer willperform these tasksincollaboration with the Project Coordinators and Engineers.
• CompleteassignedbookofworkitemsasdelegatedbyServiceDeliveryManagerorServiceDeliverySupervisor.
• Always be on time for Onsite Visits andDispatches.

REQUIRED SKILLS AND QUALIFICATIONS

• Knowledge:Is an established and steady performer that is beginning to focus on attainingexpertise in one or more areas. Learns quickly and makes steady progress without the need forconstantorsignificantfeedbackfrommoreseniorteammembers.
• Networking:Able to troubleshoot common problems with network equipment such as a switch. Able to configure any network endpoint such as a printer, WAP, or PDU.
• Telecom:Able to support some VoIP or collaboration systems and configure and deploy some endpoints such as phones or conferencing equipment.
• Servers and Systems:Able to support simple server or storage systems such as Windows Server, VMware ESX, Synology, and AD such as to upgrade software versions, safely free up disk space, replace components or perform other maintenance. Able to provide moderate and effective desktop support.
• Servers and Systems:Understands concepts of OUs, Groups, GPOs. Can read stop error logs. A+ or equivalent experience.
• Systems and Data:Able to perform SOP maintenance and basic changes in systems such as Google, O365 or similar. Execute standard SOP changes to client data without errors.
• Coding:Able to understand functions of scripts and code created by others and utilize when appropriate to increase support efficiency and speed.
• Networking:Understands concepts of NAT, firewalls, VLANs, VPNs, ISP peer issues. Intermediate troubleshooting: netstat,arp,nslookup.
• Delivery:Applies learned concepts to solve issues of a clearly defined scope and/or limitedcomplexity.Abletosolvetechnical issues unassisted some of the time. Able to accomplish developmental assignments that require limited decision making and complexity. Documentsprocessesandprocedures.
• Communication and Leadership:Able to effectively communicate with internal stakeholders,including peers and managers. Able to communicate assumptions and obtain clarification ontaskstominimizetheneedforrework.Ableto understandgenerallyhowtheirworkfitsintothelargerprojectandcommunicateanylackofunderstanding.

PREFERRED SKILLS AND QUALIFICATIONS

• MSPexperience;
• Knowledge of Cisco ASA and SonicWALLfirewalls;
• Experience with MSP related tools: ConnectWise, Kaseya VSA, PRTG, andITGlue.

WORK SCHEDULE & LOCATION

This is a full-time position, 9am to 5:30pm.

We are serving 2 locations in Massachusetts: Springfield and Burlington.

This is Field Services position, which requires 2 to 3 visits per week to client sites. There will be work from home days occasionally with the expectation that if a dispatch is needed the engineer will be able to fulfill it.

COMPENSATION

The salary range for this role is $60,000-$80,000/annually

BENEFITS

• 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
• Commuter Benefits
• 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
• Paid Time Off, including Paid Parental Leave
• 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 www.e-verify.gov (information available in English and Spanish).