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Service Delivery Helpdesk Engineer

Washington, District of Columbia, United States

CTS delivers comprehensive IT solutions to meet the unique demands of mission-driven organizations. We have deep expertise in supporting nonprofits and educational institutions, however our team is equipped to handle the complexities of IT across a variety of sectors. We’re committed to making technology work seamlessly, so our clients can focus on making a difference, regardless of their industry.

At CTS, we believe in building a company culture that fosters growth, collaboration, and innovation. By joining our team, you will not only help empower businesses with cutting-edge IT solutions but also build a rewarding career in a dynamic and supportive environment. Discover the many reasons why CTS is a great place to advance your career. We are headquartered in Brooklyn, NY with 90+ employees across the US and several other countries.  Learn more about us at https://www.charterts.com

OVERVIEW

Charter Technology Solutions is an MSP that strives to deliver white glove service to its customers. To do so we are committed to cultivating a company culture where engineers feel valued and included as an invaluable resource to the successes and failures we experience. The Service Delivery team at CTS consists of Service Pods, Incident Response team (NOC/SOC/ESCALATIONS), and a Project Engineering team. The service Pods are responsible for delivering day to day technical services as per our contractual obligations with our clients. The Helpdesk engineer will work within a designated POD which includes a carefully picked list of clients. The POD Helpdesk engineer is responsible for providing day to day support to the clients remotely and onsite via ConnectWise, phone, and many other tools.

 

RESPONSIBILITIES

  • Respond to and resolve service incidents in accordance with existing procedures and service level agreement.
  • Track time, communicate and work via our ConnectWise Manage PSA.
  • Liaise with internal teams, vendors and client contacts.
  • Help identify areas where Standard Operating Procedures (SOPs) don’t exist or need further work, and create and improve those processes.
  • Installation, configuration and troubleshooting of workstation, server and cloud applications.
  • Triage incoming CTS and client technical requests. This includes picking up the phone all the time.
  • Complete all work assigned by Service Delivery Supervisor and Service Delivery Coordinator.
  • Ensure the prompt and thorough documentation of all work done via our ticketing system, ITGlue, and other tools.
  • Have meetings with supervisor to discuss performance and overall career goals.
  • Ensure timesheet is kept impeccable on a daily basis with accurate time entries in order to better understand client and company resource demands and any needs thereof.
  • Accountable to KPIs & Metrics that will include Client Satisfaction Scores (CSAT), Ticket quality, timesheets, reliability, communication, meeting ticket SLA’s as well as less visible metrics that align with our Company Core Values.

 

SKILLS AND QUALIFICATIONS 

  • 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 communications skills, founded in being a good listener and speaker. Overall 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 or IT Support Business 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, but not limited to, 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 systems.
  • Experience with Android, iOS, Gsuite, and Office365.
  • Preferable experience with MSP related tools: ConnectWise, Kaseya VSA, PRTG, and ITGlue.

 

HOURS AND LOCATION

This is a full-time hybrid (remote/onsite) role. This is a remote position that requires travel to our clients, as needed, in Washington DC. Some night and/or weekend work may at times be required. Lastly, travel to other states (although rare) may be required as we expand to other states.

 

COMPENSATION

The salary range for this position is $58,000 to $84,000 annually.

BENEFITS

  • Competitive compensation
  • Health Insurance (medical, vision, dental), 80% covered for employee-only plans and 75% covered for employee-spouse, employee-kids, and employee-family plans
  • Flexible Spending Account (FSA)
  • Health Savings Account (HSA)
  • Employee Assistance Program (EAP)
  • Retirement Plan (401(k))
  • Commuter Benefits
  • Short-Term Disability Insurance
  • Long-Term Disability Insurance
  • Life and AD&D Insurance, with optional Supplemental Life Insurance
  • Paid Time Off, including Paid Parental Leave
  • 10 Holidays
  • 2 Floating Holidays

* Please note that the availability and specifics of benefits may vary depending on your country of residence.

 

THE HIRING PROCESS

We will try to make it as fast as possible! :-) We use Greenhouse to help us schedule the meetings so emails will come from jobs@charterts.com.

Once you are successfully approved on one step, you will be moved to the following one.

[*] Steps 4, 5 and 6 may not occur or be set up differently, depending on the position. We will let you know at the beginning of your process with us!

  1. Application review
  2. First interview with our team, in a 30 minutes phone call
  3. Interview with the Hiring Manager, from 30 to 45 minutes online video call
  4. [*] Case Study or a Technical Exercise to be presented to our team in a Panel Interview (with 2 or more of our team members), usually for 1 hour
  5. [*] Team Interview, a conversation with future colleagues, from 45 minutes to 1 hour
  6. [*] Executive Interview with one of our Leaders, from 30 to 45 minutes
  7. An offer is extended
  8. Welcome to CTS!! \o/

 

CTS is proud to be an equal opportunity employer that celebrates diversity and is committed to creating an inclusive workplace with equal opportunity for all applicants and employees. Our goal is to recruit the most talented people from a diverse candidate pool regardless of race, color, ancestry, national origin, religion, disability, sex (including pregnancy), age, gender, gender identity, sexual orientation, marital status, veteran status, or any other characteristic protected by law.

CTS is committed to working with and providing access and reasonable accommodation to applicants. If you require an accommodation, please reach out to jobs@charterts.com once you've begun the interview process. All requests for accommodations are treated discreetly and confidentially, as practical and permitted by law.

 

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