Hybrid Tier 2 Technician bei New Charter Technologies

We are looking for a Technical Engineer 2 (in other companies this person could hold the title of Jr. Systems Administrator, higher-level Help Desk/Desk Side Support, Field Engineer, Tier 2 Technician) to join our Managed Services team. The On-Site Technical Engineer 2 is responsible for working independently at a client location (or two client locations) to provide dedicated support for one of our client’s.  This includes responsibility for most day-to-day technical user requests and tickets for the specified client(s). This role will be based in Denver, CO.

Core Responsibilities:

• Working Monday to Friday, primarily at a specific client location
• Supporting the client by diagnosing, troubleshooting, and resolving intermediate to advanced technical issues
• Partner with the Technical Consultant on providing the client with technology strategy 
• Ticket management and client documentation consistent with processes in our Service Delivery Handbook
• Maintaining to our Service Level Agreement by responding to user requests from clients within a 30-minute timeframe
• Follow up with end users to ensure their technical issues are resolved
• Reaching a goal of dedicating 6 hours daily or 30 hours weekly to client attributed work
• Reaching a goal of 75% utilization on a consistent basis
• Ability to escalate issues to appropriate consultants
• Partner with the Professional Services team on the client’s projects, taking on tasks, providing up to date documentation, and supporting the client and PS throughout the project with their client infrastructure knowledge
• Learning independently about our client’s ever-changing systems
• Traveling to local client locations on a daily or weekly basis, depending on client’s needs
• Act as a mentor to other engineers within the pod 
• Collaborate with other service line and departments to ensure an effortless experience for our clients
• Doing what it takes to provide an effortless experience to the end users to build trust and credibility with the client

Required Skills, Experience, and Attributes

• The ability to diagnose, troubleshoot, and resolve intermediate to advanced technical issues
  • e.g. software installation and configuration, infrastructure issues, data base administration, and server issues
• The ability to troubleshoot and support Microsoft platforms
  • e.g. M365, Active Directory, all current flavors of Windows
• Intermediate to advance knowledge of networking principles, what they mean, and how they interact
  • e.g. TCPIP, DNS, DHCP, LAN/WAN

• Intermediate to advance knowledge in cloud solutions
  • e.g. AWS, Microsoft Azure, M365 and Google Workspace
• Intermediate to advance Virtualization experience
  • e.g VMWare and Hyper-V, including experience with SAN’s and high availability solutions

• The ability to diagnose, troubleshoot, and resolve intermediate to advance network issues
  • e.g. internet connectivity, firewalls, DNS, VPN, and patching issues
• Proficient in installing, diagnosing, and upkeep of peripheral devices
  • e.g. scanners, printers, and monitors issues
• Knowledge of standard IT Security practices
  • e.g. virus remediation, firewalls, phishing issues, incident response, and common compliance frameworks
• 3+ years’ experience in an IT help desk or desktop support environment
• The ability to own complex technical problems and see them through to resolution 
• A focus on finding appropriate long-term solutions to technical issues

• The ability to work in a directed autonomy environment
• An empathetic approach to solving client problems
• A positive, courteous demeanor
• A passion for solving problems
• Receptive to candid feedback
• Curiosity about technology and motivation to learn independently

Preferred Skills, Experience, and Attributes

• Intermediate knowledge of backup and disaster recovery concepts, including server restoration from backup
• Intermediate knowledge of Apple, Mac OS, and iOS troubleshooting experience a plus
• Experience working with a Managed Service Provider or equivalent experience is a plus
• Experience working in a ticketing management system is a plus
• An awareness of how technology impacts business
• Ability to learn diverse systems, software, and applications within a business environment  
• Professional confidence
• An aptitude towards service 
• Ability to learn from experience

Career Path

The On-Site Technical Engineer 2 role offers opportunities for career advancement within the Managed Services and Professional Services. Depending on performance, technical skills, and soft skills, individuals in this role may progress to positions such as Project Engineer 1 or Technical Consultant. There is also opportunity to move into a Technical Engineer 3 role within a consulting team after a one-year commitment at the client location.

Physical Requirements

Work is primarily sedentary but requires exertion and lifting of up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects.  Occasional crawling, kneeling, and squatting.  Repetitive use of computer (keyboard/mouse), and phone.  Visually inspects, prepares, and analyzes data & figures; views computer constantly.  Frequent travel (car).  Occasional exposure to outdoor environmental conditions as a result of travel.

Some of the things our team members enjoy, include:

• Competitive wages | The salary range is expected to start at $55,000. Our offer will be determined by multiple factors including candidate experience and expertise and may vary from the amount listed above.

• Hybrid work environment. We encourage our team members to work where they are most effective whether it is at home, the office, or at a client site.

• Gas card. Fill up your tank on us while you're out visiting client sites

• Generous benefits for you and your family including Health, Dental, Vision, Life, Disability Insurance, HSA & 401(k) employer matching

• Maternal and paternal leave

• Very generous paid time off program that is unique to the IT industry

• Sustainable work-life balance and flexibility

• Yearly work anniversary rewards

• Fun company events, including chili cook-offs, annual company photoshoots, monthly team events, cup in hand kickball league, and more!

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.