Technical Service Engineer - Tier 1 IT Support (On-Site)

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

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.