IT Triage Engineer

We believe talent deserves a human touch. Your application will be read by an actual person who’s excited to discover the real you. ICG, a New Charter company, is looking for a Triage Engineer for our offices in Miami. This position requires triaging of support requests of Authorized Client Reps (ACRs) from several different areas from email/ticketing system/phone while ensuring user satisfaction and making sure that established service levels are met; Dispatching requests to internal technical resources as required. Objectives Exhibit a sense of urgency when responding to client reps Authorized Client Reps (ACRs) Improve response time on service tickets (keeping client rep informed along the way) Assign clearly responsible person for each event VIP treatment (as perceived by ACRs) Experience 1+ years in any customer service role and basic IT knowledge Essential Duties and Responsibilities Act as the single point of contact to the customer for all types of service requests Coordination of all IT support groups to ensure maximum utilization of resources Process service requests as they arrive through email, manual entry, or direct customer input Monitor resource schedules to ensure prompt time entry on service requests Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages Responsible for maintaining ICG’s information accurate in ConnectWise Additional Duties and Responsibilities Improve customer service, perception, and satisfaction Fast turnaround of customer requests Ability to work in a team and communicate effectively Improve usage and increase productivity of IT support resources Escalate service requests that cannot be scheduled within agreed service levels Responsible for entering time and expenses in ticketing system as it occurs Understand processes in ticketing system by completing assigned training materials Enter all work as service tickets into ticketing system General clerical and administrative work as needed Keep client contact information (displayed within Client Concierge Dashboard in MS Teams) Training Customer Service Basics Any Technology Type Training Extensive training in ConnectWise will be provided Extensive training in ICG Systems, Policies and Procedures will be provided Compensation Starting at $45,000 depending on experience 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. 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. 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! Join us on our journey as we shape industries, redefine possibilities, and unlock the true potential of collective innovation. Be a part of New Charter Technologies, where collaboration, innovation, and excellence converge to create a future that’s nothing short of extraordinary. 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?