Technical Service Engineer

Mike Collins & Associates, Inc.; Vista Hills (TN); On-site; USD 36,000 - 44,000; Full time

Benefits offered by this job

Health Insurance

Dental Insurance

Vision Insurance

Paid Time Off

Job summary

New Charter is hiring a proactive Technical Support Representative (TSR) to provide Tier 1 IT support and be the first point of contact for end-user service requests. The role emphasizes strong troubleshooting, customer communication, and collaboration with NOC, CSRs, and other IT tiers.

The TSR will diagnose and resolve Tier 1 issues, escalate complex problems with documentation, and perform routine maintenance while adhering to SOPs. On-site shift schedule is specified in the listing.

Qualifications

• Minimum of 1 year experience troubleshooting PC systems in a professional environment.
• Strong verbal and written communication skills.
• Ability to work independently.

Responsibilities

• Serve as the first point of contact for customers via phone, email, or ticketing system.
• Diagnose and resolve Tier 1 issues in a timely and efficient manner.
• Escalate unresolved or advanced issues to higher-tier support teams with proper documentation.
• Follow standard operating procedures and stay updated with all technical support guidelines from the TSM.
• Perform routine preventative maintenance tasks, patch management, and assist with documentation.
• Maintain detailed logs of customer interactions and technical troubleshooting steps.

Skills

Troubleshooting PC systems

Verbal & written communication

Independent work

Job description

We believe talent deserves a human touch. Your application will be read by an actual person who’s excited to discover the real you. MCA, a New Charter company, are seeking a proactive and tech-savvy Technical Support Representative (TSR) to provide Tier 1 IT support and serve as the first point of contact for end-user service requests. This role is ideal for candidates with strong troubleshooting skills, a passion for customer support, and the ability to manage overnight shifts in a fast-paced technical environment. TSRs are responsible for assessing and resolving front‑line technical issues, escalating complex problems to senior support tiers, and maintaining clear and professional communication throughout the support process. You will collaborate with internal teams including NOC (Network Operations Center), CSRs, TSMs, and other IT support tiers as needed.

Key Responsibilities

• Serve as the first point of contact for customers via phone, email, or ticketing system
• Diagnose and resolve Tier 1 issues in a timely and efficient manner
• Escalate unresolved or advanced issues to higher‑tier support teams with proper documentation
• Follow standard operating procedures and stay updated with all technical support guidelines from the TSM
• Perform routine preventative maintenance tasks, patch management, and assist with documentation
• Support Network Operations projects by completing assigned subtasks
• Maintain detailed logs of customer interactions and technical troubleshooting steps

Typical Tier-1 Support Tasks

• End-user software support (Microsoft Office, email clients, web browsers, customer-specific apps)
• Standard software installation requests (advanced installations escalated to NOC)
• Anti-malware and antivirus troubleshooting
• Basic PC hardware diagnostics and support
• Basic network connectivity troubleshooting (Wi‑Fi, DNS, IP conflicts, etc.)

Requirements

• Minimum of 1 year experience troubleshooting PC systems in a professional environment
• Strong verbal and written communication skills
• Ability to work independently

Recommended Certifications

• CompTIA A+ Certification (preferred but not required)

Benefits

• Compensation Starting at $40,000 based on experience
• Health Insurance
• Dental Insurance
• Vision Insurance
• Paid Time Off (PTO)

Shift and Environment

On-site position. Shift- Thursday and Friday 8am - 5pm, Saturday and Sunday 8am - 8pm.

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, 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. (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, 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.

New Charter recruits, employs, trains, compensates, and promotes regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.

New Charter is committed to creating an inclusive environment and is proud to be an equal opportunity employer.

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, Learn more here: Why New Charter?