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CCS / Clarity Technology Group is looking for an experienced, customer-facing technical professional to join our Managed Services team as a Field Services Engineer. This is a hybrid service delivery role: when in our Raleigh, NC office, the Field Services Engineer works the help desk ticketing queue providing remote support; when dispatched, they are the face of CCS at our clients’ locations — deploying, maintaining, and repairing the technology that small and mid-sized businesses rely on us to run.

Our clients choose CCS because of our local presence and the relationships our engineers build on site. This role is central to that promise. The ideal candidate brings several years of hands-on end-user support experience, works independently at client locations with professionalism and sound judgment, and takes ownership of issues from ticket to resolution. This is not an entry-level position; candidates should be comfortable operating as a trusted technical resource in front of clients without direct supervision.

What You'll Do:

Help Desk / Service Queue (in office):

Own, work, and resolve tickets in the help desk queue in accordance with SLAs and internal standards, providing remote Tier 1–2 support for client end users.
Troubleshoot workstation, laptop, mobile device, printer/peripheral, application, and connectivity issues via phone, remote tools, and email.
Support Microsoft environments including Windows OS, Microsoft 365, and Entra ID (Azure AD), including user account administration, access control, and onboarding/offboarding.
Administer and support multi-factor authentication (MFA) for client users — primarily Duo — including enrollment, device changes, and access troubleshooting.
Accurately document issues, resolutions, time entries, and client environment details in the ticketing/PSA system.
Escalate complex issues to senior engineers or vendors with complete, well-documented diagnostic context.

Field Services / On-Site Dispatch:

Serve as the primary dispatched resource for scheduled and reactive on-site work at client locations throughout the Raleigh market.
Deploy, image, and configure workstations, laptops, and peripherals; perform hardware break/fix, repairs, and warranty service.
Install, replace, and troubleshoot wireless access points and resolve Wi-Fi coverage and connectivity issues.
Perform basic network maintenance: patching and cabling, switch port changes, equipment swaps, and physical troubleshooting of network closets under the direction of senior network engineers.
Assist with administration and maintenance of client virtualization environments — VMware ESXi and Proxmox VE — including basic VM provisioning, snapshots, backups verification, and host health checks, escalating advanced work to senior engineers.
Set up, maintain, and troubleshoot A/V equipment including conference room systems, displays, and video conferencing hardware.
Provide hands-on support for the full range of technology common to small businesses that outsource their IT: printers/copiers, VoIP handsets, UPS units, surveillance and door access endpoints, and vendor-managed devices.
Build and maintain strong working relationships with client points of contact; represent CCS professionally as the on-site face of our Managed Services team.
Maintain and contribute to client site documentation (network maps, credentials handling per policy, asset records, site procedures).
Respond to events, incidents, and outages as needed, in coordination with the client and/or our own remote teams.
Perform other job-related duties as assigned.

What You Bring:

3+ years of hands-on experience in end-user support, help desk, desktop support, or field services — MSP or multi-client environment experience strongly preferred.
Strong knowledge of Windows desktop operating systems, common business applications, and PC/laptop hardware repair.
Experience administering and troubleshooting Microsoft 365 (Exchange Online, Teams, SharePoint/OneDrive) and Entra ID / Active Directory.
Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, VLANs, VPN) and hands-on experience with wireless access points and Wi-Fi troubleshooting.
Working knowledge of virtualization platforms, including VMware ESXi and Proxmox VE — comfort with day-to-day VM administration tasks in either platform required; experience with both preferred.
Experience with ticketing/PSA platforms and remote monitoring and management (RMM) tools.
Familiarity with A/V and conference room technology (displays, video conferencing systems, audio equipment).
Hands-on experience administering and supporting MFA solutions — Duo strongly preferred; experience with MFA technologies in general (Microsoft Authenticator, Okta, etc.) is desired.
Exposure to endpoint security best practices and tools (EDR, patching, conditional access).
CompTIA A+ / Network+ and/or Microsoft certifications preferred.
Excellent communication, customer service, time management, and organizational skills; professional verbal communication is a must
Proven ability to work independently at client sites, exercise sound judgment, and represent the company with polish and professionalism.
Ability to multitask and dynamically prioritize tickets and dispatch work with proven time management.
Self-starter who exhibits a high level of attention to accurate detail.
Customer oriented, self-motivated, ambitious, and a dedicated team player.
Must be able to lift 50 pounds (PCs, monitors, printers, APs, etc. as needed) and work on ladders for access point and cabling work.
Valid driver’s license and reliable transportation required; daily local travel to client sites within the Raleigh market.

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