IT Triage Engineer

We believe talent deserves a human touch. Your application will be read by an actual person who’s excited to discover the real you.

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

Objectives 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 clearly responsible person for each eventVIP treatment (as perceived by ACRs)
Experience1+ years in any customer service role and basic IT knowledge

Essential Duties and Responsibilities Act as the single point of contact to the customer for all types of service requests

Coordination of 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

Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages

Responsible for maintaining ICG’s information accurate in Connect Wise Additional  Duties and Responsibilities 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 ticketing system as it occurs

Understand processes in ticketing system by completing assigned training materials

Enter all work as service tickets into ticketing system

General clerical and administrative work as needed

Keep client contact information (displayed within Client Concierge Dashboard in MS Teams)
Training 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

Compensation

Starting at $45,000 depending on experience

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.

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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.
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