Service Delivery Helpdesk Engineer (Philippines team only)

CTS delivers comprehensive IT solutions to meet the unique demands of mission-driven organizations. We have deep expertise in supporting nonprofits and educational institutions, however our team is equipped to handle the complexities of IT across a variety of sectors. We’re committed to making technology work seamlessly, so our clients can focus on making a difference, regardless of their industry.

At CTS, we believe in building a company culture that fosters growth, collaboration, and innovation. By joining our team, you will not only help empower businesses with cutting-edge IT solutions but also build a rewarding career in a dynamic and supportive environment. Discover the many reasons why CTS is a great place to advance your career. We are headquartered in Brooklyn, NY with 90+ employees across the US and several other countries.  Learn more about us at https://www.charterts.com

RESPONSIBILTIES

• Respond to and resolve service incidents in accordance with existing procedures and service level agreement.
• Track time, communicate and work via our ConnectWise Manage PSA and our Chat Support Application.
• Liaise with internal teams, vendors and client contacts.
• Help identify areas where Standard Operating Procedures (SOPs) don’t exist or need further work, and create and improve those processes.
• Installation, configuration and troubleshooting of workstation, server and cloud applications.
• Triage incoming CTS and client technical requests. This includes picking up the phone all the time.
• Complete all work assigned by Service Delivery Supervisor and Service Delivery Coordinator.
• Ensure the prompt and thorough documentation of all work done via our ticketing system, ITGLUE, and other tools.
• Have 1 on 1’s with supervisor to discuss performance and overall career goals.
• Ensure timesheet is kept impeccable on a daily basis with accurate time entries in order to better understand client and company resource demands and any needs thereof.
• Accountable to KPIs & Metrics that will include Client Satisfaction Scores (CSAT), Ticket quality, timesheets, reliability, communication, meeting ticket SLA’s as well as less visible metrics that align with our Company Core Values

 

QUALIFICATIONS & EXPERIENCE

• Self-motivated, with excellent time management skills and ability to handle and adapt to changing priorities and special projects in a high growth environment.
• Great communications skills, founded in being a good listener and professional speaker. Overall strong oral and written communication skills.
• +2 years of experience in a customer facing, technical services environment, with a strong commitment to customer service. MSP experience is a major plus.
• Experience with networking protocols: TCP/IP, BGP, OSPF, VPN, IPSEC, VoIP, and QoS.
• Experience in WAN/LAN networking including routing, switching, security, and load balancing.
• Experience in WLAN technologies including, but not limited to, Meraki, UniFi, and Cisco.
• Experience with Microsoft Windows Server, Windows Desktop, and Apple Ecosystem;
• Experience in Network Attached Storage (NAS);
• Experience with Grand Stream or other Asterisk based PBX systems;
• Experience with Android, iOS, Google Workspace, and Office365;

 

PREFERRED SKILLS AND QUALIFICATIONS

• Experience working for a Managed Service Provider (MSP) or IT Support Business.
• Experience with MSP related tools: ConnectWise, Kaseya VSA, PRTG, and ITGlue.

 

HOURS AND LOCATION

This is a remote position for team members in the Philippines, with hours from 8 am to 5 pm EST. Some night and/or weekend work may at times be required.

BENEFITS

• Competitive compensation
• Health Insurance (medical, vision, dental), 80% covered for employee-only plans and 75% covered for employee-spouse, employee-kids, and employee-family plans
• Flexible Spending Account (FSA)
• Health Savings Account (HSA)
• Employee Assistance Program (EAP)
• Retirement Plan (401(k)) with company match
• Commuter Benefits
• Short-Term Disability Insurance fully paid by the company
• Long-Term Disability Insurance fully paid by the company
• Life and AD&D Insurance, with optional Supplemental Life Insurance
• Paid Time Off, including Paid Parental Leave
• 10 Holidays
• 2 Floating Holidays

* Please note that the availability and specifics of benefits may vary depending on your country of residence.

 

THE HIRING PROCESS