IT Support Engineer - Boston, MA

OVERVIEW 

The Field Service Engineer Level 1 (FSE) is vital in the Service Delivery division at CTS.  The CTS Service Delivery team is responsible for performing scheduled and dispatched field visits to CTS clientele or CTS itself. Responsible for delivering impeccable troubleshooting and general support of our clientele’s technical environment while providing high-quality work and customer service. The FSE will report to a Service Delivery Supervisor. 

HOURS & LOCATION 

This position supports on-site services to our clients based in Burlington, MA, with monthly service trips to Springfield, MA. This role is based at client locations approximately two days a week and supports clients remotely for the balance of the week. The expected hours are Mondays – Fridays from 9 am – 5:30 pm. Availability for overtime and occasional weekend work may be required. Must have a valid driver's license and reliable transportation.  

COMPENSATION AND BENEFITS 

This is a level seven role, with a range of $58,000 - $77,000. This role comes with our standard benefits—three weeks of PTO, ten holidays, and two floating holidays. The CTS-sponsored benefit plans include options with 100% paid employees only option (significant contributions for employee + child(ren)/spouse, family)! Additional benefits include 100% company-paid short-term disability, long-term disability, and life insurance.  

RESPONSIBILITIES 

• Provide Onsite Visit support, acting as the “face” of CTS at clients' sites approximately two days a week. (Burlington, MA. Springfield, MA.)
• Onsite installation, configuration, and troubleshooting of workstations and cloud applications. 
• Respond to and resolve service requests/incidents dispatches per existing procedures and service level agreements. 
• Liaise with internal teams, vendors, and client contacts.  
• Performing onsite recurring maintenance at client sites, such as QAs and inventorying equipment. 
• Track time, communications, and work output via our ConnectWise Manage PSA. 
• Create and maintain information and documentation in ConnectWise Manage and ITGlue. 
• Serve as a resource, if needed, for internal/client-facing projects. 
• Complete assigned OKR (Objectives and Key Results) items as delegated by Service Delivery Leadership. 
• When we sign up more clients requiring onsite visits, they will be expected to service those clients.
• Provide remote support for clients.

DESIRED SKILLS AND QUALIFICATIONS 

• +2 years of experience in a customer-facing, technical services environment, with a solid commitment to customer service. MSP experience is a significant plus. 
• 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. 
• Experience with Gsuite and Office365. 
• Knowledge of Cisco ASA and SonicWALL firewalls preferred. 
• Experience with MSP-related tools is a plus: ConnectWise, Kaseya VSA, PRTG, and ITGlue. 
• Self-motivated, with excellent time management skills and ability to handle and adapt to changing priorities and special projects in a high-growth environment. 
• Ability to clearly articulate business and technical problems regarding data and symptoms, causes and effects, and potential remedies.  
• Strong written and oral communication skills are a strict requirement. 

EQUAL OPPORTUNITY

The Equal Employment Opportunity Policy of Charter Technology Solutions (CTS) provides a fair and equal employment opportunity for all employees and job applicants regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status, or disability. CTS hires and promotes individuals solely based on their job qualifications.