Field Services Engineer (Massachusetts)

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. Were 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

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. TheField 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 asanindividualcontributor.

• ProvideonsiteinstallationconfigurationandtroubleshootingofworkstationserverandcloudapplicationsforCTSand its clients;
• Respondtoandresolveservicerequests/incidentsdispatchesinaccordancewithexistingproceduresandservicelevel agreements(SLAs).
• Liaisewithinternalteamsvendorsandclientcontacts.
• Communicate professionallyand positively with clients especiallywhile onsite.Dressprofessionallyandmaintain a healthy relationship with the clients.
• Performonsiterecurringmaintenanceatclientsites.
• TracktimecommunicationsandworkoutputviaourConnectWiseManagePSA.
• CreateandmaintaininformationanddocumentationinConnectWiseManageandITGlue.
• Serveasaresourceifneededforinternal/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.

• 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: netstatarpnslookup.
• 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 stakeholdersincluding peers and managers. Able to communicate assumptions and obtain clarification ontaskstominimizetheneedforrework.Ableto understandgenerallyhowtheirworkfitsintothelargerprojectandcommunicateanylackofunderstanding.

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

This is a full-time position9am 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.

The salary range for this role is $60000-$80000/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
• 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 (information available in English and Spanish).

Depending on the role some steps may be adjusted or added - well let you know upfront!

1. Screening call with a member of our HR team (30 minutes)
2. Technical interview with the Hiring Manager (45 minutes)
3. Panel interview with the Hiring Manager and Department Director (60 minutes)
4. (If applicable) Executive interview

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 youve begun the interview process. All requests for accommodations are treated discreetly and confidentially as practical and permitted by law.