Field Services Engineer

Field Services Engineer

New Charter is seeking a Field Services Engineer in Burlington, Vermont to resolve client technology issues on-site and remotely while keeping essential IT systems reliable and secure. This is a field-based position requiring near-daily travel to client locations in Burlington, Vermont, and the surrounding area. In this role, you will partner with clients, service delivery colleagues, and technical escalation teams to troubleshoot Windows desktops and servers, Microsoft 365, Microsoft Entra ID, Intune, networks, and virtual infrastructure. You will manage support tickets and project assignments in ConnectWise, maintain accurate client documentation, and coordinate timely resolutions against service commitments.

Compensation: $28.85 - $31.25 hourly (60k - 65k yearly)

General Job Duties Include:

• Provide on-site technical support across client locations, with remote support by phone, email, ticketing, and remote management tools as appropriate.
• Own assigned incidents, service requests, projects, and follow-ups; meet response expectations, escalate when necessary, and keep clients informed.
• Install, configure, maintain, and troubleshoot Windows systems, applications, Microsoft 365 services, and cloud infrastructure.
• Troubleshoot IP networks, switches, wireless systems, firewalls, virtual environments, and backup or restoration issues.
• Perform preventive maintenance, operating system updates, security configuration, patching, and network or system upgrades.
• Document client environments and work performed in ConnectWise and other knowledge systems; record time accurately and promptly.
• Identify recurring issues, recommend proactive improvements, and collaborate on long-term solutions.
• Participate in team stand-ups, technical meetings, training, and an on-call rotation requiring availability outside normal business hours.
• Follow company service procedures, ITIL-aligned ticket practices, and client service standards.
• Optional law-enforcement-related client projects may require additional training and screening under applicable CJIS requirements; participation is voluntary.

Required Experience :

• Associate degree or 3–5 years of equivalent technical experience.
• At least one relevant industry certification or equivalent practical experience.
• Hands-on troubleshooting of Microsoft Windows desktops and servers, Microsoft 365, Microsoft Entra ID, and Intune.
• Solid understanding of IP networking, including switching, routing, wireless connectivity, and firewalls; ability to diagnose hardware and software issues remotely and on-site.
• Strong customer communication, documentation, independent problem-solving, and teamwork skills; valid driver's license and reliable transportation for frequent client-site travel.

Preferred Experience :

• Experience in a managed services provider (MSP) or high-volume, multi-client IT support environment.
• Familiarity with Apple macOS devices and mixed-platform environments.
• Experience supporting virtualized systems, cloud infrastructure, and backup/recovery workflows.
• Experience with ConnectWise or a comparable professional services automation/ticketing platform.
• Knowledge of ITIL service management practices and proactive managed services tooling.

Physical Requirements :

• Ability to lift equipment weighing up to 70 pounds using appropriate techniques and lifting aids; occasional ladder use or access to elevated or confined equipment areas may be required.
• Ability to work in office, client-site, and network/server-room environments, with extended periods of sitting or standing.
• Frequent local driving and occasional air travel, evening or weekend work, and overnight travel may be required.
• Work schedules may vary with coverage needs, generally between 7:00 a.m. and 6:00 p.m.; a reliable internet connection and professional home workspace are needed for remote duties.
• Reasonable accommodations may be available to enable qualified individuals to perform essential job functions.

Who We Are:

At New Charter, we're building a caliber of business the IT industry hasn't yet seen. We are serving small-to-medium sized businesses in 10+ industries across North America, and we deliver best-in-class technology solutions to propel our clients into the digital world.

At New Charter, we're investing in our people – through growth and learning initiatives, employee benefits, company innovation, and more. We are constantly seeking a diverse candidate backgrounds and perspectives to amplify inclusive hiring practices for each job opening. Our partner companies have career paths for many different role types, whether you want to be deeply technical or whiteboarding with clients, and we are committed to developing fulfilling career paths for all contributors at New Charter.

Our teams are dedicated to pioneering breakthrough technologies, disruptive solutions, and transformative strategies. We're the architects of change, fostering an environment where bold ideas take flight, and creativity knows no bounds. At New Charter, we've embraced the idea that every individual brings something special to the table. Our foundation is based on the belief that each team member plays a crucial role in our collective success.

Ready to be part of a dynamic and supportive community where your unique skills and personality shine? We're on a mission to make a difference, and we want you to be part of the story. Let's transform the world together and build a career that's as unique as you are!

New Charter is committed to creating an inclusive environment and is proud to be an equal opportunity employer. New Charter recruits, employs, trains, compensates, and promotes regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.