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Managed Services Systems Engineer
2 months ago
Position Overview: Systems Engineer for Managed Services
About New Charter Technologies
New Charter Technologies is seeking applications for Systems Engineers who possess both technical expertise and business insight. Our exceptional team fosters an environment where even the most experienced professionals can continue to learn and develop. We are proud to be recognized as a leading Managed Services Provider in the industry.
Our Mission and Core Values
At New Charter Technologies, our mission is to enhance organizations and lives through innovative technology solutions. This deeply held mission, along with our Core Values, drives our efforts and accomplishments. We are a company that believes in transforming organizations and lives through who we are and the innovative technology solutions we deliver.
Core Values
- I - Integrity: Uphold honesty and transparency in all business dealings.
- T - Teamwork: Collaborate effectively, prioritizing team needs over individual desires.
- T - Transformation: Stay committed to our mission, fostering positive change for clients, team members, and communities.
- E - Excellence: Strive for the highest standards in every aspect of our work.
- C - Customer Service Obsession: Go above and beyond to ensure exceptional client experiences.
- H - Humility: Embrace continuous learning from others.
- S - Security: Prioritize the safety and security of our clients' information.
If you are looking to be part of a collaborative and enjoyable work environment, you will play a crucial role in our rapidly growing company. We offer competitive compensation, benefits, and opportunities for long-term career advancement. Our reputation for delivering the right technology solutions is built on our commitment to integrity and excellence in customer service.
Benefits and Perks
- Gym membership
- Paid time off for volunteering
- Education and tuition reimbursement
- Technical and leadership training opportunities
- Medical insurance with employer contributions
- Dental and vision insurance
- Quarterly profit-sharing bonus plan
- 401k with company match
A Systems Engineer is essential in addressing client inquiries, resolving technical challenges, and managing escalated issues. Responsibilities include:
- Resolving 7 client-facing tickets daily that require advanced technical expertise.
- Maintaining a billable rate of 85% or higher.
- Efficiently closing escalated helpdesk tickets.
- Providing mentorship to helpdesk technicians on complex issues.
- Handling onsite requests related to various technical issues such as:
- System outages
- Printer malfunctions
- Network disruptions
- Performance issues
- Workstation and server failures
- Adhering to troubleshooting best practices and escalation protocols.
- Exhibiting a strong commitment to customer service.
- Documenting time and work accurately in the ticketing system.
- Staying current with technological advancements to perform duties effectively.
- Overseeing multiple clients to ensure optimal maintenance of their environments.
- 3-5 years of experience in a Helpdesk Technician role, with a focus on escalations.
- Strong knowledge of advanced network and server infrastructure.
- Proficiency in:
- Windows 10
- Windows Server OS
- Active Directory
- Group Policy
- Microsoft Suite
- Microsoft 365
- Networking protocols
- Routers and firewalls
- Effective analytical and troubleshooting skills.
- Excellent communication abilities, both verbal and written.
- Familiarity with tools such as ConnectWise, Auvik, and Microsoft Office.
- Relevant certifications such as CompTIA A+, Network+, or Security+ are preferred.
- A strong desire for continuous learning and professional growth.
This role primarily involves knowledge work using computer systems, with occasional lifting of up to 20 pounds and travel. The position requires frequent use of computers and communication devices.
New Charter Technologies is dedicated to fostering an inclusive environment and is proud to be an equal opportunity employer, committed to diversity and fairness in hiring practices.
