Back to jobs
tags.new

Field Services Engineer

Denver, CO

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 https://www.charterts.com

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

• 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, UniFi, 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 Office365.
• 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.

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: 

  • 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. 
  • 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. Advanced troubleshooting: netstat, arp, nslookup. 
  • Servers and Systems: Understands concepts of OUs, Groups, GPOs. Can read stop error logs. A+ or equivalent experience. 

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

• MSP experience.
• Knowledge of Cisco ASA and SonicWall firewall.
• Experience with MSP-related tools: ConnectWise, NinjaRMM, PRTG, and IT Glue.

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

  • 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

* Please note that the availability and specifics of benefits may vary depending on your country of residence.

 

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.

[*] Steps 4, 5 and 6 may not occur or be set up differently, depending on the position. We will let you know at the beginning of your process with us!

  1. Application review
  2. First interview with our team, in a 30 minutes phone call
  3. Interview with the Hiring Manager, from 30 to 45 minutes online video call
  4. [*] Case Study or a Technical Exercise to be presented to our team in a Panel Interview (with 2 or more of our team members), usually for 1 hour
  5. [*] Team Interview, a conversation with future colleagues, from 45 minutes to 1 hour
  6. [*] Executive Interview with one of our Leaders, from 30 to 45 minutes
  7. An offer is extended
  8. Welcome to CTS!! \o/

 

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).

 

Create a Job Alert

Interested in building your career at CTS? Get future opportunities sent straight to your email.

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in CTS’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.