Key Facts

Remote From:

New York (USA)

Category: Service Delivery Manager

Full time

Mid-level (2-5 years)

English, Spanish

Hard Skills

Microsoft Networking IPSec Tunnels Telephony Network Quality Of Service (QoS) Switchover Personal Security Load Balancing Cisco Meraki Cisco Networking Microsoft Servers +5 more

Other Skills

•
Customer Service
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Troubleshooting (Problem Solving)
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Time Management
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Adaptability
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Verbal Communication Skills
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Listening Skills

Roles & Responsibilities

2+ years of experience in a customer-facing, technical-services environment
Experience with networking protocols: TCP/IP, VPN, IPSEC, VoIP, and QoS
Experience in WAN/LAN networking, including routing, switching, security, and load balancing
Experience with Microsoft Windows Server, Windows Desktop, and Apple Ecosystem

Requirements:

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
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

CTS - IT & Cybersecurity Services

About CTS - IT & Cybersecurity Services

CTS is an IT and Cybersecurity Solutions Provider dedicated to helping organizations — including commercial business, nonprofits, and schools — build secure, efficient, and scalable technology environments. We specialize in minimizing disruptions, preventing cyber threats, streamlining systems, and optimizing costs so your team can focus on what matters most: achieving your mission and driving success. CTS provides a wide range of IT and security services tailored to the specific needs of each organization. Our solutions ensure your technology infrastructure is robust, secure, and aligned with your goals. We regard seamless performance as mission-critical, and that experience makes us adaptable, flexible, and outcome-focused. CTS is dedicated to precise solutions, unparalleled responsiveness, and over-the-top customer satisfaction. Our range of services include: *Managed Services *Security Services *Networking & Connectivity *Lifecycle Management *Cloud & Productivity Solutions *Design Projects (new construction, facilities expansion, AV) *IT Strategy, Governance & Consulting *E-Rate Support We are guided by core values that reflect our dedication to our clients and their missions: Empathetic and Client-Centric Educational and Informative Transparent and Honest Expertise and Experience Proactive and Future-Proof Secure and Compliant

Founded: 2018

Company size: 51 - 200

Website LinkedIn See all jobs →

Job description

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

JOB SUMMARY

As a Helpdesk Engineer at CTS, you will play a crucial role within our Service Delivery team, ensuring our clients receive exceptional day-to-day remote technical support. Reporting to the Helpdesk Supervisor, you will act as ticket quick hit team, ensuring our client issues get resolved within a set time standard and escalating efficiently to either L3's or the field service team where needed. Utilizing tools like ConnectWise, you will manage service requests, and uphold our service level agreements (SLAs), ensuring our clients' technology infrastructure runs smoothly.

KEY RESPONSIBILITIES

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.
Liase 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 at all times.
Complete all work assigned by Service Delivery Supervisor and Service Delivery Coordinator.
Ensure the prompt and through documentation of all work done via our ticketing system, IT Glue and other tools.
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.
Have meetings with supervisor to discuss performance and overall career goals.
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.

REQUIRED SKILLS AND QUALIFICATIONS

2+ years of experience in a customer-facing, technical-services environment, with a strong commitment to customer service.
Experience with networking protocols: TCP/IP, 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, Gsuite, and Office365.
Self-motivated, with excellent time management skills and the 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 speaker. Overall strong oral and written communication skills.
Preferable experience with MSP related tools: ConnectWise, Kaseya VSA, PRTG, and ITGlue.

WORK SCHEDULE & LOCATION

This is a full-time remote role with the option to go onsite in the New York/Tri-State Area as needed. Some night and/or weekend work may at times be required.

COMPENSATION

The salary range for this role is $60,000 - $80,000 annually

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

CTS participates in the E-Verify Program. As part of this program, the company provides the federal government with your Form I-9 information to confirm your employment eligibility in the United States.
Learn more at www.e-verify.gov (information available in English and Spanish).

THE INTERVIEW PROCESS

We aim to move fast. You’ll receive scheduling emails from jobs@charterts.com through Greenhouse.

Depending on the role, some steps may be adjusted or added - we’ll let you know upfront!

1. Screening call with a member of our HR team (30 minutes)
2. Technical interview with the Hiring Manager (45 minutes)
3. Panel interview with the Hiring Manager and Department Director (60 minutes)
4. (If applicable) Executive interview

CTS is proud to be an equal opportunity employer that celebrates diversity and is committed to creating an inclusive workplace with equal opportunity for all applicants and employees. Our goal is to recruit the most talented people from a diverse candidate pool regardless of race, color, ancestry, national origin, religion, disability, sex (including pregnancy), age, gender, gender identity, sexual orientation, marital status, veteran status, or any other characteristic protected by law.

CTS is committed to working with and providing access and reasonable accommodation to applicants. If you require an accommodation, please reach out to jobs@charterts.com once you've begun the interview process. All requests for accommodations are treated discreetly and confidentially, as practical and permitted by law.