Field Services Engineer

New Charter is seeking a Field Services Engineer in Burlington, Vermont (in other companies this person could hold the title of Field Support Engineer, Field Service Technician, IT Field Services Engineer) 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.

To be successful in this role, you will diagnose recurring issues at their root cause, perform preventive maintenance, and implement practical fixes across endpoints, networking equipment, backup systems, and cloud environments. You will communicate clearly with clients, prioritize competing requests, and escalate complex incidents promptly.

We understand that great candidates may not meet every requirement listed. If you meet around 70% of the qualifications and are excited about this role, we encourage you to apply.

Job Title: Field Services Engineer

Job Location: Burlington, Vermont (Hybrid with travel to client sites when needed)

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.

We're Tech Group, a New Charter Technologies Company ... the Human side of IT. Tech Group is dedicated to setting new and higher standards of community and customer service, motivated by pride in our work and a hands-on friendly approach. Tech Group's Network Assessment and Managed Services team have over 100 years of combined professional IT experience. The diversity of their backgrounds, training, and education, as well as practical and applied learning, allows Tech Group to support clients' wide range of demands, projects, and networks.

At The Tech Group, a New Charter Technologies Company, as an IT Outsourcing Vermont firm, we ask our partners not to think of it as just outsourcing, but as building relationships that will serve the best interests of their business in the short and long-term. We're network security specialists that call the state of Vermont home. That means we're steeped in New England values. Pragmatic, trustworthy, hardworking, transparent and pledged to service. That's the Vermont way of professionalism.

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