IT Triage Engineer

New Charter Technologies•Miami, FL

6d•Onsite

About The Position

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)

Requirements

1+ years in any customer service role
Basic IT knowledge

Nice To Haves

Extensive training in ConnectWise will be provided
Extensive training in ICG Systems, Policies and Procedures will be provided

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
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)