New Charter Technologies

Compensation

Full Description

We believe talent deserves a human touch. Your application will be read by an actual person who’s excited to discover the real you. Job Purpose and Overview The TAC Engineer is responsible for responding to clients and automated alert tickets in a timely fashion based on ADNET’s prioritization and response guidelines. The goal of the role is to ensure that clients’ technical problems are resolved in a timely, courteous, and professional manner so clients can focus on their work. The role delivers support to clients through remote management tools, email, phone and scheduled or urgent on-site visits for issues that cannot be handled remotely. The TAC Engineer will also be responsible for participating in projects and updating / maintaining documentation. Client support or project work is assigned via a case management system and supporting technical information is provided through various online documentation systems. Position Qualifications Education/Experience: A minimum of an Associate’s Degree or minimum 3-5 years equivalent technical experience. One industry certification or equivalent experience. MSP experience preferred or experience in high volume support services pivoting between vast arrays of technology. Skill Level: Must possess a thorough understanding of IP networking and ability to troubleshoot/analyze/resolve hardware and software issues remotely. Experience in Microsoft Windows server and desktop environments as well as Microsoft 365. Experience with Azure platform (Entra, 365 Admin console, Intune, etc.) Working knowledge of switching, routing, wireless, firewall and Apple Mac technology. Ability to thrive working both independently and in a team environment. Be willing to collaborate with other team members to drive items to closure. Must possess strong root-cause analytical skills and effective interpersonal and communication skills to interact with a wide range of customers having different levels of computer expertise. Maintain effective and timely communication with the Client and triage team to keep them informed on the status of all assignments. Display excellent customer service skills and communicate clearly both orally and in writing with appropriate detail to Clients and ADNET staff members in a manner that is both courteous and professional. Compensation to be expected at $65,000 annual salary Responsibilities Understand and consistently practice ADNET’s core values (see Vision, Mission, and Values section for details). Provide remote and occasional on-site Level 2 technical support to ADNET clients based on established procedures through various support mediums (telephone, email, ticketing system, and remote control). Actively manage assigned tickets, projects, and follow-ups to ensure timely resolution. Escalate issues outside of your skill set promptly to ensure clients receive timely resolutions. Maintain accurate and up-to-date client documentation as changes occur or as part of project work. Identify and recommend proactive solutions to recurring support issues. Drive issues toward permanent, long-term resolution while implementing short-term fixes to minimize client impact. Perform preventative maintenance on servers, workstations, switches, and firewalls. Support and troubleshoot virtual environments (on-premises and cloud-based). Install, configure, and troubleshoot Windows operating systems, applications, and cloud infrastructure. Troubleshoot backup systems and assist with restorations as needed. Install and configure managed service applications and perform proactive maintenance. Perform network maintenance and system upgrades, including service packs, patches, hotfixes, and security configurations. Voluntarily provide information and assistance to other team members to support overall company success. Meet or exceed the department’s minimum billable hours requirement as set by the company or department head. Stay current on industry trends and emerging technologies that may impact operations or client expectations. Follow policies and standard operating procedures for the TAC Department and Service Operations. Participate in the On-Call rotation, carrying a cell phone and remaining reachable 24/7 during assigned periods. Work with your Manager to develop and follow an education and certification plan to maintain and expand technical expertise. Actively pursue assigned training objectives. Participate in morning stand-ups, TAC technical staff meetings, and other team/company meetings. Be prepared to discuss client issues, project status, and scheduling concerns. Follow standard installation procedures and notify the Manager of any procedural gaps or inefficiencies. Perform additional responsibilities related to the TAC Engineer role as assigned by the Manager. An Engineer is considered to be performing satisfactorily when the following standards are consistently met: Maintains excellent client relationships through professional, responsive, and solution-oriented service. Completes all time entries in real time using proper grammar and punctuation, and submits timesheets in a timely manner. Maintains accurate and detailed ConnectWise entries that clearly reflect daily activities. All ConnectWise documentation must be submitted daily. Responds to and resolves support calls and managed services issues in accordance with established Service Level Agreements (SLAs). Achieves or exceeds the billable utilization requirement established for the role. Completes projects, tasks, and assigned responsibilities accurately, professionally, and within agreed-upon timelines. Demonstrates a positive attitude, professional presentation, and a productive communication style that supports ADNET’s collaborative work environment. Complies with all company and departmental policies and procedures. Incorporates ADNET’s core values into the execution of daily duties. Understands and applies ITIL principles when classifying and managing tickets. Maintains measurable progress toward career development goals, including continuing education and professional certifications. Who We are: At New Charter, we’re building a caliber of business the IT industry hasn’t yet seen. We are serving small-to-medium sized businesses in 10+ industries across North America, and we deliver best-in-class technology solutions to propel our clients into the digital world. At New Charter Technologies, we’re investing in our people – through growth and learning initiatives, employee benefits, company innovation, and more. We are constantly seeking a diverse candidate backgrounds and perspectives to amplify inclusive hiring practices for each job opening. Our partner companies have career paths for many different role types, whether you want to be deeply technical or whiteboarding with clients, and we are committed to developing fulfilling career paths for all contributors at New Charter Technologies. (Please note: Every application submitted through Workday is reviewed by a real person, not an AI. We value your time and take each submission seriously.) Our teams are dedicated to pioneering breakthrough technologies, disruptive solutions, and transformative strategies. We’re the architects of change, fostering an environment where bold ideas take flight, and creativity knows no bounds. At New Charter Technologies, we’ve embraced the idea that every individual brings something special to the table. Our foundation is based on the belief that each team member plays a crucial role in our collective success. Ready to be part of a dynamic and supportive community where your unique skills and personality shine? We’re on a mission to make a difference, and we want you to be part of the story. Let’s transform the world together and build a career that’s as unique as you are! We are looking for driven and passionate people who are excited to work in an incredibly rewarding environment. So, if you are ready to learn, be inspired, solve problems, and grow professionally, apply today! Learn more here: Why New Charter. New Charter Technologies is committed to creating an inclusive environment and is proud to be an equal opportunity employer. New Charter recruits, employs, trains, compensates, and promotes regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status. At New Charter Technologies, we’re investing in our people – through growth and learning initiatives, employee benefits, company innovation, and more. We are constantly seeking a diverse candidate backgrounds and perspectives to amplify inclusive hiring practices for each job opening. Our partner companies have career paths for many different role types, whether you want to be deeply technical or whiteboarding with clients, and we are committed to developing fulfilling career paths for all contributors at New Charter Technologies. Our teams are dedicated to pioneering breakthrough technologies, disruptive solutions, and transformative strategies. We’re the architects of change, fostering an environment where bold ideas take flight, and creativity knows no bounds. At New Charter Technologies, we’ve embraced the idea that every individual brings something special to the table. Our foundation is based on the belief that each team member plays a crucial role in our collective success. Ready to be part of a dynamic and supportive community where your unique skills and personality shine? We’re on a mission to make a difference, and we want you to be part of the story. Let’s transform the world together and build a career that’s as unique as you are! Join us on our journey as we shape industries, redefine possibilities, and unlock the true potential of collective innovation. Be a part of New Charter Technologies, where collaboration, innovation, and excellence converge to create a future that’s nothing short of extraordinary. We are looking for driven and passionate people who are excited to work in an incredibly rewarding environment. So, if you are ready to learn, be inspired, solve problems, and grow professionally, apply today! Learn more here: Why New Charter?