IT Triage Engineer

ICG, a New Charter company, is looking for a Triage Engineer for our offices in Miami. This position requires triaging support requests of Authorized Client Reps (ACRs) from email, ticketing system, and phone while ensuring user satisfaction and meeting established service levels. Dispatching requests to internal technical resources as required.

• Exhibit a sense of urgency when responding to client reps Authorized Client Reps (ACRs)
• Improve response time on service tickets (keeping client rep informed along the way)
• Assign a clearly responsible person for each event
• VIP treatment (as perceived by ACRs)

• 1+ years in any customer service role and basic IT knowledge

• Act as the single point of contact to the customer for all types of service requests
• Coordinate all IT support groups to ensure maximum utilization of resources
• Process service requests as they arrive through email, manual entry, or direct customer input
• Monitor resource schedules to ensure prompt time entry on service requests
• Communicate with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
• Maintain accurate information about ICG in Connect Wise

• Improve customer service, perception, and satisfaction
• Fast turnaround of customer requests
• Ability to work in a team and communicate effectively
• Improve usage and increase productivity of IT support resources
• Escalate service requests that cannot be scheduled within agreed service levels
• Responsible for entering time and expenses in the ticketing system as it occurs
• Understand processes in the ticketing system by completing assigned training materials
• Enter all work as service tickets into the ticketing system
• General clerical and administrative work as needed
• Keep client contact information (displayed within Client Concierge Dashboard in MS Teams)

• Customer Service Basics
• Any Technology Type Training
• Extensive training in Connect Wise will be provided
• Extensive training in ICG Systems, Policies and Procedures will be provided

• Starting at $45,000 depending on experience

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 employees with respect to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.