Service Delivery Helpdesk Engineer L1

Service Delivery Helpdesk Engineer L1

Brooklyn, NY

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. We are headquartered in Brooklyn, NY with 90+ employees across the US and several other countries.

As a Helpdesk Engineer at CTS, you will play a crucial role within our Service Delivery team, ensuring our clients receive exceptional day-to-day remote technical support. Reporting to the Helpdesk Supervisor, you will act as ticket quick hit team, ensuring our client issues get resolved within a set time standard and escalating efficiently to either L3's or the field service team where needed.

Utilizing tools like Connect Wise, you will manage service requests, and uphold our service level agreements (SLAs), ensuring our clients' technology infrastructure runs smoothly.

• 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.
• Liase 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 at all times.
• 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, IT Glue and other tools.
• 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.
• Have meetings with supervisor to discuss performance and overall career goals.
• 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.

• 2+ years of experience in a customer-facing, technical-services environment, with a strong commitment to customer service.
• Experience with networking protocols: TCP/IP, 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, Uni Fi, 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 Office
  365.
• Self-motivated, with excellent time management skills and the 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.
• Preferable experience with MSP related tools:
  Connect Wise, Kaseya VSA, PRTG, and ITGlue.

This is a full-time remote role with the option to go onsite in the New York/Tri-State Area as needed. Some night and/or weekend work may at times be required.

The salary range for this role is $60,000 - $80,000 annually

• 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)) with company match
• Commuter Benefits
• Short-Term Disability Insurance fully paid by the company
• Long-Term Disability Insurance fully paid by the company
• Life and AD&D Insurance, with optional Supplemental Life Insurance
• Paid Time Off, including Paid Parental Leave
• 10 Holidays
• 2 Floating Holidays

CTS participates in the E-Verify Program. As part of this program, the company provides the federal government with your Form I-9 information to confirm your employment eligibility in the United States. Learn more at (Use the "Apply for this Job" box below). (information available in English and Spanish).

We aim to move fast. You'll receive scheduling emails from  through Greenhouse. Depending on the role, some steps may be adjusted or added - we'll let…