Field Services Technician (Bronx)

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 Field Services Technician is an important role within the Service Delivery division at CTS. This Technician is responsible for performing scheduled and dispatch field visits to CTS clientele or CTS itself. As a FST, you are responsible for the delivery of impeccable troubleshooting and general support of our clientele’s technical environment while also providing high caliber quality work and customer service.

This is an individual contributor – technical position.

KEY RESPONSIBILITIES

• Work closely with other service delivery teams (Internal Systems, POD Teams, and Engineering).
• Be available to go onsite every day to a scheduled client and conduct an onsite visit for the day.
• Be attentive to detail and take the initiative of being a caretaker of the clients technology environment. Lastly, establish great relationships with the clients you interact with.
• Provide onsite installation, configuration, and troubleshooting of workstation, server, and  cloud applications for CTS clients.
• Respond to and resolve service requests/incidents dispatches in accordance with existing procedures and service level agreements (SLAs);
• Track time, communicate and work via our Connectwise Manage PSA.
• Liase with internal teams, vendors and client contacts.
• Perform onsite recurring maintenance at client sites.
• Serve as a resource, if needed, for internal/client-facing projects.
• Complete all work assigned by Service Delivery Coordinator/Dispatcher or Supervisor.

QUALIFICATIONS

• 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.
• Experience with MDM's solutions.
• 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.

PREFERRED SKILLS AND QUALIFICATIONS

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

WORK SCHEDULE & LOCATION

This is a full-time position scheduled Monday through Friday and rerquires an 8-hour shift. Standard working hours may be 7am-4pm, 8am-5pm or 9am-6pm, based on business needs.

While the primary work location is the South Bronx, the position requires regular travel throughout the New York metropolitan area.

COMPENSATION

The salary range for this role is $50,000-$60,000 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).

THE INTERVIEW PROCESS

Depending on the role, some steps may be adjusted or added - we’ll 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 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.