IT Triage Engineer

Position Overview

We are looking for a Triage Engineer at ICG, a New Charter company, located in Miami.

• Act as the single point of contact for all service requests from Authorized Client Reps (ACRs).
• Triage support requests received via email, ticketing system, or phone, ensuring service levels are met.
• Coordinate all IT support groups to maximize resource utilization.
• 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 to keep them informed of incident progress, impending changes, or agreed outages.
• Maintain accurate information in Connect Wise.
• Escalate service requests that cannot be scheduled within agreed service levels.
• Enter time and expenses in the ticketing system as they occur.
• Complete ticketing system training materials and enter all work as service tickets.
• Perform general clerical and administrative work as needed.
• Keep client contact information updated in the Client Concierge Dashboard in MS Teams.

• 1+ years in any customer service role with basic IT knowledge.
• Strong communication and teamwork skills.
• A sense of urgency and ability to provide VIP treatment to client reps.

• Customer Service Basics – any technology type.
• Extensive training on Connect Wise, ICG systems, policies, and procedures.

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 regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.