New Charter Group · 1 month ago
Senior Help Desk Engineer
FL
Full-time
Hybrid
Mid, Senior Level
$65K/yr - $65K/yr
2+ years expNew Charter Technologies is a company dedicated to providing best-in-class technology solutions for small-to-medium sized businesses across North America. They are seeking a Senior Help Desk Engineer who will deliver prompt and effective technical support, resolve a wide range of tech issues, and manage ticketing systems while collaborating with the team to ensure optimal system performance.
AssociationCommunitiesLifestyleNon ProfitReal Estate
Responsibilities
Address any new open tickets for the CST
Review existing outstanding tickets and schedule time to resolve
Review any tickets what are waiting on Client or Vendor for resolution
Follow up on any escalated tickets to assist with resolution
Complete proactive review of clients for updates, backups, and other possible issues
Work with CST on identifying areas to improve client network uptime and efficiency
Close all tickets that have been resolved and verified
Enter time and verify all time is entered for the day
Assist other CST’s as needed if they are behind
Meet with clients to review TBRs and move initiatives forward to meet annual need
Qualification
Required
Hands-on experience supporting end users in a service desk or help desk environment
Strong troubleshooting skills across common technical issues like printers, password resets, MFA, and antivirus alerts
Familiarity with ticketing systems, time entry, and documentation tools, such as ConnectWise PSA and Hudu or IT Glue
General understanding of firewalls, switches, and desktop computers
Strong communication skills
Attention to detail
Ability to manage multiple tasks efficiently
Ability to travel to client sites between Miami and Vero Beach
Preferred
Two-year technical degree
2+ years of service center support experience
Complete all 'General' certifications
Complete 2 Certs within the approved major
Proven technical ability
Certifications and/or experience with Microsoft products (MCITP, MCSE, MCP, MCTS, CCNA, etc.), WatchGuard and Azure Microsoft Certification
Strong deductive reasoning and rapid problem-solving skills
Excellent interpersonal and communication skills
Ability to remain calm under pressure
Strong desire and willingness to stay current with certifications
Ability to work unsupervised in a fast-paced, team-oriented, and professional environment
Proven ability to communicate effectively to understand problems and explain its solution
Solid analytical, research, writing and interpersonal skills and able to work effectively with clients at all levels
Experience in troubleshooting, root cause analysis, problem resolution on document management system environments
Detail oriented self-starter and able to work independently and as a member of a collaborative team
Ability to read, comprehend and follow instructions
Forward looking, innovative mindset, with a desire to continuously improve solutions and adopt emerging technologies
Benefits
15 days paid time off
8 paid holidays
Medical with HSA and FSA options
Dental, and vision
401(k) with a generous company contribution
Access to a personal financial planner
Both legal and life insurance
Get paid to give your time to the community
Opportunities for continued education and certifications
Collaborative and team-focused environment
Participation in marketing and training events
Company
New Charter Group
On 03 April 2018, New Charter Group merged with Adactus Housing Group to form Jigsaw Homes Group Limited.
501-1000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase