Homeoffice TAC Engineer presso Newchartertech

We believe talent deserves a human touch. Your application will be read by an actual person who’s excited to discover the real you.

The TAC Engineer is responsible for responding to clients and automated alert tickets in a timely fashion based on Braver’s prioritization and response guidelines. The goal of the role is to ensure that clients’ technical problems are resolved in a timely, courteous, and professional manner so clients can focus on their work. Support is delivered through remote management tools, email, phone, and scheduled or urgent on-site visits for issues that cannot be handled remotely. The TAC Engineer will also participate in projects and maintain documentation. Work is assigned via a case management system with supporting technical information provided through various online documentation systems.

Position Qualifications

Education: Associate’s Degree or 3–5 years equivalent technical experience. One industry certification or equivalent experience.

Location:

This position is primarily remote; however, travel between client sites and Braver locations will be required and typically averages around 50/50.

Salary:

Starting at 80k

Skill Level:

• Strong understanding of IP networking and remote troubleshooting.
• Experience with Microsoft Windows server/desktop environments and Microsoft 365.
• Familiarity with Azure (Entra, 365 Admin Console, Intune).
• Working knowledge of switching, routing, wireless, firewalls, and Apple Mac technology.
• Ability to work independently and collaboratively.
• Strong analytical, interpersonal, and communication skills.
• Excellent customer service and documentation practices.

Responsibilities

• Uphold Braver’s core values.
• Provide remote or occasional on-site level 2 technical support.
• Manage tickets, projects, and follow-ups promptly.
• Escalate issues outside your skill set.
• Maintain and update client documentation.
• Recommend proactive solutions.
• Perform preventative maintenance.
• Support virtual environments (on-prem/cloud).
• Install/configure/troubleshoot Windows OS, applications, and cloud infrastructure.
• Troubleshoot backups and assist with restoration.
• Install/configure managed service applications.
• Perform network maintenance and upgrades.
• Collaborate with team members for company success.
• Meet billable hours targets.
• Stay current on industry trends.
• Follow TAC and Service Operations procedures.
• Participate in on-call rotation.
• Pursue education/certification goals.
• Attend team/company meetings and TAC technical staff meetings.
• Follow installation procedures and report inadequacies.
• Perform other related responsibilities as assigned.

Standards of Performance

• Maintain excellent client relationships.
• Submit accurate and timely time entries and ConnectWise updates.
• Resolve support calls and managed services issues per SLAs.
• Meet or exceed billable utilization targets.
• Complete tasks professionally and on time.
• Maintain a positive and collaborative attitude.
• Comply with company policies and procedures.
• Incorporate Braver’s core values and ITIL principles.
• Progress toward career goals and certifications.

Physical Requirements & Work Conditions:

• Physical: Ability to lift up to 30 lbs. Ability to stand/sit for up to 14 hours/day.
• Language: Fluent in English.
• Environment: Office and LAN/WAN room settings.
• Schedule: Between 8:30 AM and 5:00 PM.
• Transportation: Valid driver’s license and reliable vehicle.
• Dress: Follow company policy.

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.  

Candidarsi ora