Service Delivery Helpdesk Engineer Level 1

JOB SUMMARY

The Service Delivery team at CTS consists of Service Pods, Incident Response team (NOC / SOC / ESCALATIONS), and a Project Engineering team. The Service Pods are responsible for delivering day to day technical services as per our contractual obligations with our clients. The POD Helpdesk engineer is responsible for providing day to day support to the clients remotely and onsite via ConnectWise, phone, and many other tools.

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) dont 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 thorough 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.

REQUIRED SKILLS AND QUALIFICATIONS

PREFERRED SKILLS AND QUALIFICATIONS

HOURS & LOCATION

The expected schedule is Monday through Friday 9am to 5 : 30pm. Availability for overtime and occasional weekend work may be required.

This position is primarily based at our client sites in the Atlanta, Georgia area.

COMPENSATION

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

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 (information available in English and Spanish).

BENEFITS

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

THE HIRING PROCESS

We will try to make it as fast as possible! We use Greenhouse to help us schedule the meetings so emails will come from jobs@.

Once you are successfully approved on one step, you will be moved to the following one.

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@ once youve begun the interview process. All requests for accommodations are treated discreetly and confidentially, as practical and permitted by law.

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