Tier 1 Support 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.
** At Net Source One, a New Charter Technologies Company, we are seeking a Tier 1 Support Engineer to join our Help Desk team in Saginaw, Michigan. This is a full-time, on-site role based in our office five days per week, with occasional local travel to client locations, in a fast-paced Managed Services Provider (MSP) environment.

As a Tier 1 Support Engineer, you will be the first point of contact for clients and play a critical role in delivering timely, professional, and customer-focused technical support. This entry-level role provides a strong foundation in IT support and offers opportunities to grow into
** Tier 1 Technician, Desktop Support, or IT Support Specialist.
** The ideal candidate is service-oriented, comfortable on the phone, detail-oriented, and eager to learn.
** Roles and Responsibilities
*** Serve as first-level technical support for incoming service requests and incidents via the help desk and service boards
* ** Answer incoming support calls as the top priority
** and deliver a positive client experience
* Provide IT support for customers using Microsoft operating systems and Microsoft applications
* Gather initial information, troubleshoot issues, and document findings clearly and accurately in service tickets
* Perform initial troubleshooting on workstations and printers with a target resolution time of under 15 minutes
* Assist with virus and malware detection and remediation
* Initiate initial calls with Internet Service Providers (ISPs) when needed
* Monitor service boards and escalate tickets to appropriate teams for scheduling and resolution
* Follow up on open tickets to ensure timely resolution and clear communication
* Communicate with clients and internal team members regarding progress, next steps, and resolution status
* Monitor fax folders and other designated systems
* Maintain accurate documentation, configurations, and ticket updates
* Escalate issues appropriately using sound judgment
* Assist coworkers and support urgent service requests when necessary
* Perform other related duties as assigned
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* Required Qualifications:

*** Entry-level IT experience, technical training, or relevant education
* Valid U.S. Driver’s License
* Basic knowledge of Microsoft Office applications
* Basic knowledge of Windows operating systems (Windows 7, 8, and 10)
* Willingness to be trained on and become proficient with the Connect Wise Suite
** Knowledge, Skills, and Abilities
*** Strong customer service mindset with a positive, service-oriented attitude
* Ability to work effectively in a team-based environment
* Excellent verbal and written communication skills
* Ability to adapt quickly to change and manage multiple tasks
* Strong attention to detail and problem-solving skills
* Ability to work well under pressure in a fast-paced environment
* Sound judgment to recognize when issues should be escalated
* Strong technical documentation and research skills
* Ability to communicate technical information clearly to a wide range of end users
* Competitive, driven mindset with persistence in overcoming challenges
** Compensation:
** The compensation is expected to start at $15/hr our offer will be determined by multiple factors including candidate experience and expertise and may vary from the amount listed above.
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* 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…