Technical Service Engineer

Mike Collins & Associates•Chattanooga, TN

1d•Onsite

About The Position

MCA, a New Charter Technologies company, is seeking a proactive, tech-savvy Technical Support Representative to provide Tier 1 IT support and act as the first point of contact for end-user service requests. The role involves troubleshooting and resolving front-line technical issues, escalating more complex problems to senior support tiers, and communicating clearly and professionally throughout the support process. The representative will collaborate with the NOC, CSRs, TSMs, and other IT support tiers as needed. This is an on-site role in Chattanooga, with a schedule of Thursday and Friday from 8 a.m. to 5 p.m. and Saturday and Sunday from 8 a.m. to 8 p.m. MCA describes its environment as fast-paced, energetic, collaborative, and inclusive.

Requirements

At least 1 year of experience troubleshooting PC systems in a professional environment.
Strong verbal and written communication skills.
Ability to work independently.

Nice To Haves

CompTIA A+ certification is preferred but not required.

Responsibilities

Serve as the first point of contact for customers by phone, email, or ticketing system.
Diagnose and resolve Tier 1 issues in a timely and efficient manner.
Escalate unresolved or advanced issues to higher-tier support teams with proper documentation.
Follow standard operating procedures and stay updated on technical support guidelines from the TSM.
Perform routine preventative maintenance and patch management, and assist with documentation.
Support Network Operations projects by completing assigned subtasks.
Maintain detailed logs of customer interactions and technical troubleshooting steps.
Provide end-user software support for Microsoft Office, email clients, web browsers, and customer-specific applications.
Handle standard software installation requests and escalate advanced installations to the NOC.
Troubleshoot anti-malware and antivirus issues, perform basic PC hardware diagnostics, and address basic network connectivity issues such as Wi-Fi, DNS, and IP conflicts.