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New Charter Technologies · 22 hours ago

Tier 1 Support Engineer

NetSource one MI - Troy

Full-time

Onsite

New Grad, Entry Level

$15/hr - $15/hr

New Charter Technologies is seeking a Tier 1 Support Engineer to join their Help Desk team in Saginaw, Michigan. This role involves providing first-level technical support for clients, ensuring timely and professional assistance in a fast-paced Managed Services Provider environment.

ConsultingInformation TechnologyProfessional Services

Responsibilities

Serve as first-level technical support for incoming service requests and incidents via the help desk and service boards

Answer incoming support calls as the top priority and deliver a positive client experience

Provide IT support for customers using Microsoft operating systems and Microsoft applications

Gather initial information, troubleshoot issues, and document findings clearly and accurately in service tickets

Perform initial troubleshooting on workstations and printers with a target resolution time of under 15 minutes

Assist with virus and malware detection and remediation

Initiate initial calls with Internet Service Providers (ISPs) when needed

Monitor service boards and escalate tickets to appropriate teams for scheduling and resolution

Follow up on open tickets to ensure timely resolution and clear communication

Communicate with clients and internal team members regarding progress, next steps, and resolution status

Monitor fax folders and other designated systems

Maintain accurate documentation, configurations, and ticket updates

Escalate issues appropriately using sound judgment

Assist coworkers and support urgent service requests when necessary

Perform other related duties as assigned

Qualification

Microsoft OfficeWindows operating systemsConnectWise SuiteCustomer serviceTechnical documentationProblem-solving

Required

Entry-level IT experience, technical training, or relevant education

Valid U.S. Driver's License

Basic knowledge of Microsoft Office applications

Basic knowledge of Windows operating systems (Windows 7, 8, and 10)

Willingness to be trained on and become proficient with the ConnectWise Suite

Company

New Charter Technologies

New Charter Technologies operates as a Managed Service Provider (MSP).

Founded in 2018

Palo Alto, California, USA

1001-5000 employees

https://newchartertech.com/

Funding

Current Stage

Late Stage

Leadership Team

Bryan Bodhaine

CFO

Peter Melby

Chief Revenue Officer

Recent News

CRN

New Charter Technologies CEO Peter Melby On M&A: ‘Active First Half Of The Year’ Ahead After NetSource One Deal

2026-01-16

CRN

▸ New Charter Technologies CEO Peter Melby On M&A: ‘Active First Half Of The Year’ Ahead After NetSource One Deal

2026-01-16

PR Newswire

New Charter Technologies Welcomes NetSource One to Its Growing Platform

2026-01-14

Company data provided by crunchbase