Technical Services Representative- 2nd Shift

New Charter Technologies•Chattanooga, TN

1d•Onsite

About The Position

MCA, a New Charter company, is seeking a proactive and tech-savvy Technical Support Representative (TSR) to provide Tier 1 IT support and serve as the first point of contact for end-user service requests. This role is ideal for candidates with strong troubleshooting skills, a passion for customer support, and the ability to manage overnight shifts in a fast-paced technical environment. TSRs are responsible for assessing and resolving front-line technical issues, escalating complex problems to senior support tiers, and maintaining clear and professional communication throughout the support process. You will collaborate with internal teams including NOC (Network Operations Center), CSRs, TSMs, and other IT support tiers as needed.

Requirements

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

Nice To Haves

CompTIA A+ Certification

Responsibilities

Serve as the first point of contact for customers via 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 with all technical support guidelines from the TSM
Perform routine preventative maintenance tasks, patch management, and assist with documentation
Support Network Operations projects by completing assigned subtasks
Maintain detailed logs of customer interactions and technical troubleshooting steps
End-user software support (Microsoft Office, email clients, web browsers, customer-specific apps)
Standard software installation requests (advanced installations escalated to NOC)
Anti-malware and antivirus troubleshooting
Basic PC hardware diagnostics and support
Basic network connectivity troubleshooting (Wi-Fi, DNS, IP conflicts, etc.)