Managed Services System Engineer; Hybrid

Position: Managed Services System Engineer (Hybrid)
** We believe talent deserves a human touch. Your application will be read by an actual person who’s excited to discover the real you.
**** Summary
* * A System Engineer plays a vital role in addressing customer queries, resolving technical issues, resolving escalated complex problems, documenting cases, performing on-site requests, and staying informed about the latest advancements in computer technologies.
** Must be located within 1 hour of the City of St. Helena.
**** Primary Responsibilities
*** Closing 7 client-facing tickets per day that are escalation and more advanced in nature.
* Having a billable rate of 85% or more per day
* Closing out escalated helpdesk tickets quickly and efficiently
* Provide mentorship and guidance to helpdesk technicians on escalated tickets.
* Ability to comfortably handle onsite requests that could pertain to many issues such as:  + Systems down  + Printer failure  + Network failure  + Environmental slowness and bandwidth issues  + Workstation failure  + Server failure
* Following troubleshooting best practices and escalation policies to ensure ticket timeliness.
* Demonstrate a strong sense of customer service for all our clients.
* Document your time in our ticketing system live and be up to date by end of date.
* Document your work in your ticket clearly and accurately.
* Stay up to date on current technology in order to adequately perform your duties.
* Ability to oversee multiple clients as their “Lead” to ensure their environments are in top shape and maintained by following regular maintenance best practices and good documentation methods.
** Preferred Skills & Experience
*** Minimum 3-5 years’ experience as a Helpdesk Technician and escalation strongly preferred.
* Knowledge of advanced Network & Server Infrastructure so that you can comfortably resolve higher level escalations without the assistance of others.
* Advanced Knowledge of:  + Windows 10 & 11  + Windows Server OS  + Active Directory  + Group Policy  + Microsoft Suite  + Microsoft 365  + Wireless  + TCP/IP  + Routers/Firewalls (Cisco / Sonicwall)
* Effective analytical and troubleshooting abilities.
* Superb communication skills, including effective facilitation, listening, and writing.
* Ability to express thoughts in a clear and concise manner.
* Demonstrated analytical thinking, problem solving and decision-making skills.
* Familiarity with Connect Wise, Auvik, Slack, Microsoft Office Products
* CompTIA A+, Network +, or Security +, CCNA, CCENT
* Desire to continue to learn and grow.
* ** Compensation starting at $27 to $35 an hour Dependent on Experience**
* ** Hybrid environment - 2 days in office/on-site
**** Preferred Attributes
*** Highly organized and process driven.
* Affinity for technology.
* Strong integrity with the ability to work in a highly confidential manner.
* Collaborative and flexible with a consultative mindset.
* Precise and detailed, delivering consistently high-quality results.
* Comfortable in a balance of tactical and strategic focus.
* Servant hearted with a focus on improving the lives of our customers in every action and interaction.
** 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.

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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…