Systems Support Engineer, Level 1

Job not on LinkedIn

🔥 0 minutes ago

🇵🇭 Philippines – Remote

💵 $1.3k - $2.1k / month

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

🚫👨‍🎓 No degree required

👻 Ghost score 0%

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• Just posted.
• Jobs at this company usually fill in 25 days.

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Charter Technology Solutions

WebsiteLinkedInAll Job Openings

51 - 200 employees

💼 Consulting

🏗️ Construction

📦 Logistics

Consulting • Construction • Logistics

Charter Technology Solutions is a comprehensive IT service provider, specializing in managed IT services, cybersecurity, and IT strategy and consulting for mission-driven organizations. With a focus on supporting nonprofits and educational institutions, CTS offers a wide array of services including managed security, cloud migrations, cybersecurity strategy, and IT infrastructure design. The company is dedicated to helping organizations align their technology with their strategic goals, ensuring robust, secure, and efficient IT operations. Known for their client-focused approach, CTS aims to empower organizations, allowing them to focus on their core missions while managing the complexities of technology related to various sectors.

📋 Description

• Provide day-to-day remote technical support to assigned clients via ConnectWise, phone, and other tools. • Respond to and resolve service incidents according to procedures and service-level agreements. • Track time, communicate, and work through ConnectWise Manage PSA and the chat support application. • Liaise with internal teams, vendors, and client contacts. • Identify gaps in Standard Operating Procedures and create or improve processes. • Install, configure, and troubleshoot workstation, server, and cloud applications. • Triage incoming CTS and client technical requests, including answering phone calls. • Complete work assigned by the Service Delivery Supervisor and Service Delivery Coordinator. • Document all work promptly and thoroughly in ITGlue, the ticketing system, and other tools. • Participate in one-on-one meetings with the supervisor regarding performance and career goals. • Maintain accurate daily timesheet entries. • Meet KPIs and metrics including CSAT, ticket quality, timesheets, reliability, communication, and ticket SLAs. • Deliver timely, professional, high-quality white-glove client support.

🎯 Requirements

• Self-motivated, with excellent time management skills and ability to handle and adapt to changing priorities and special projects in a high growth environment. • Great communication skills, founded in being a good listener and professional speaker; strong oral and written communication skills. • 2+ years of experience in a customer-facing technical services environment, with a strong commitment to customer service; MSP experience is a major plus. • Experience with networking protocols: TCP/IP, BGP, OSPF, VPN, IPSEC, VoIP, and QoS. • Experience in WAN/LAN networking, including routing, switching, security, and load balancing. • Experience in WLAN technologies, including Meraki, UniFi, and Cisco. • Experience with Microsoft Windows Server, Windows Desktop, and Apple Ecosystem. • Experience in Network Attached Storage (NAS). • Experience with Grand Stream or other Asterisk-based PBX phone systems. • Experience with Android, iOS, Google Workspace, Entra, and Office365. • Preferred: Experience working for a Managed Service Provider (MSP) or IT Support Business. • Preferred: Experience with MSP-related tools: ConnectWise, Ninja, PRTG, and ITGlue.

🏖️ Benefits

• Paid Time Off • Floating Holidays

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