New Charter Technologies LLC
Senior IT Technical Support Engineer
New Charter Technologies LLC, Shreveport, Louisiana, us, 71150
We are seeking a skilled and experienced L3 IT Technical Support Engineer to join our team at NetTech, part of the New Charter Technologies family.
In this role, you will play a vital role in addressing customer queries, resolving technical issues, handling complex escalations, documenting cases, and performing on-site requests. You will stay informed about the latest advancements in computer technologies and contribute to client success.
General job duties include: - Closing out advanced and escalated helpdesk tickets quickly and efficiently. - Providing mentorship and guidance to helpdesk technicians on escalated tickets. - Handling onsite requests including system outages, printer failures, network issues, bandwidth problems, workstation and server failures. - Following troubleshooting best practices and escalation policies. - Demonstrating a strong sense of customer service. - Documenting time and work clearly and accurately in the ticketing system. - Staying up-to-date on current technology. - Overseeing multiple clients as their "Lead", ensuring well-maintained environments.
Preferred Skills & Qualifications:
- 7-10 years of experience as a Systems or Network Engineer with escalation responsibilities. - Advanced knowledge in Network & Server Infrastructure. - Proficiency with Windows 10 & 11, Windows Server OS, Active Directory, Group Policy, Microsoft Suite, Microsoft 365, TCP/IP, wireless networks, Cisco/SonicWall firewalls. - Familiarity with ConnectWise, Auvik, Slack, Microsoft Office. - Certifications: CompTIA A+, Network+, Security+, CCNA, CCENT. - Effective communication, facilitation, listening, and analytical thinking skills. - Strong integrity, collaboration, and client-focused mindset.
Physical Requirements:
Work is primarily knowledge-worker oriented using computer systems. Occasional exertion and lifting of up to 20 pounds to move office or computer equipment. Occasional crawling, kneeling, and squatting. Constant use of computer (keyboard/mouse), and phone. Visually inspects, prepares, and analyzes data & figures, views computers constantly. Travel (car/airplane). Occasional exposure to outdoor environmental conditions as a result of travel.
Compensation and Benefits:
The compensation is expected to start at $75,000. Our offer will be determined by multiple factors including candidate experience and expertise and may vary from the amount listed above. Medical, dental, vision benefits as well as 401(k) and PTO plans available.
This role could be known by other job titles, which could include: Escalation Engineer, Senior Helpdesk Technician, IT Systems Engineer
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. (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.
In this role, you will play a vital role in addressing customer queries, resolving technical issues, handling complex escalations, documenting cases, and performing on-site requests. You will stay informed about the latest advancements in computer technologies and contribute to client success.
General job duties include: - Closing out advanced and escalated helpdesk tickets quickly and efficiently. - Providing mentorship and guidance to helpdesk technicians on escalated tickets. - Handling onsite requests including system outages, printer failures, network issues, bandwidth problems, workstation and server failures. - Following troubleshooting best practices and escalation policies. - Demonstrating a strong sense of customer service. - Documenting time and work clearly and accurately in the ticketing system. - Staying up-to-date on current technology. - Overseeing multiple clients as their "Lead", ensuring well-maintained environments.
Preferred Skills & Qualifications:
- 7-10 years of experience as a Systems or Network Engineer with escalation responsibilities. - Advanced knowledge in Network & Server Infrastructure. - Proficiency with Windows 10 & 11, Windows Server OS, Active Directory, Group Policy, Microsoft Suite, Microsoft 365, TCP/IP, wireless networks, Cisco/SonicWall firewalls. - Familiarity with ConnectWise, Auvik, Slack, Microsoft Office. - Certifications: CompTIA A+, Network+, Security+, CCNA, CCENT. - Effective communication, facilitation, listening, and analytical thinking skills. - Strong integrity, collaboration, and client-focused mindset.
Physical Requirements:
Work is primarily knowledge-worker oriented using computer systems. Occasional exertion and lifting of up to 20 pounds to move office or computer equipment. Occasional crawling, kneeling, and squatting. Constant use of computer (keyboard/mouse), and phone. Visually inspects, prepares, and analyzes data & figures, views computers constantly. Travel (car/airplane). Occasional exposure to outdoor environmental conditions as a result of travel.
Compensation and Benefits:
The compensation is expected to start at $75,000. Our offer will be determined by multiple factors including candidate experience and expertise and may vary from the amount listed above. Medical, dental, vision benefits as well as 401(k) and PTO plans available.
This role could be known by other job titles, which could include: Escalation Engineer, Senior Helpdesk Technician, IT Systems Engineer
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. (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.