Support Engineer, Tier 1
New Charter Technologies
full-time
Posted on:
Location Type: Office
Location: Saginaw • Missouri • United States
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Salary
💰 $15 per hour
About the role
- Serve as first-level technical support for incoming service requests and incidents via the help desk and service boards
- Answer incoming support calls as the top priority and deliver a positive client experience
- Provide IT support for customers using Microsoft operating systems and Microsoft applications
- Gather initial information, troubleshoot issues, and document findings clearly and accurately in service tickets
- Perform initial troubleshooting on workstations and printers with a target resolution time of under 15 minutes
- Assist with virus and malware detection and remediation
- Initiate initial calls with Internet Service Providers (ISPs) when needed
- Monitor service boards and escalate tickets to appropriate teams for scheduling and resolution
- Follow up on open tickets to ensure timely resolution and clear communication
- Communicate with clients and internal team members regarding progress, next steps, and resolution status
- Monitor fax folders and other designated systems
- Maintain accurate documentation, configurations, and ticket updates
- Escalate issues appropriately using sound judgment
- Assist coworkers and support urgent service requests when necessary
- Perform other related duties as assigned
Requirements
- Entry-level IT experience, technical training, or relevant education
- Valid U.S. Driver’s License
- Basic knowledge of Microsoft Office applications
- Basic knowledge of Windows operating systems (Windows 7, 8, and 10)
- Willingness to be trained on and become proficient with the ConnectWise Suite
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
technical supporttroubleshootingvirus detectionmalware remediationservice ticket documentationWindows operating systemsMicrosoft Office applicationsConnectWise Suite
Soft Skills
client experiencecommunicationproblem-solvingteam collaborationjudgment
Certifications
valid U.S. Driver’s License