Systems Support Engineer, Level 1

Charter Technology Solutions

. Provide day-to-day remote technical support to assigned clients via ConnectWise, phone, and other tools.

Posted 11/11/2026full-timeRemote • PhilippinesJuniorMid-Level💰 $1,250 - $2,083 per monthWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in providing remote technical support, including troubleshooting and configuring workstation and server applications. Proficient in managing client relationships and ensuring high-quality service delivery while meeting performance metrics.

Highest-signal resume keywords

Customer Service CommitmentNetworking Protocols: TCP/IP, BGP, OSPFExperience with ConnectWiseMicrosoft Windows Server ExperienceWLAN Technologies: Meraki, UniFi, Cisco

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportTroubleshootingService-Level AgreementsNetwork Attached Storage (NAS)WAN/LAN NetworkingRouting and SwitchingLoad BalancingVoIPCloud ApplicationsIT Documentation

Soft Skills

Excellent Time ManagementStrong Communication SkillsAdaptabilityProfessional ListeningTeam Collaboration

Tools & Technologies

ConnectWise Manage PSAITGlueGoogle WorkspaceOffice365Grand Stream PBXEntraApple EcosystemMicrosoft Windows DesktopNinjaPRTG

Industry Keywords

Managed Service Provider (MSP)Customer-Facing Technical ServicesService DeliveryHigh Growth EnvironmentTechnical Requests Triage

Tech Stack

Tools & technologies

AndroidCloudiOSSwitchingTCP/IPVoIP

About the role

Key responsibilities & impact

Provide day-to-day remote technical support to assigned clients via ConnectWise, phone, and other tools.
Respond to and resolve service incidents according to procedures and service-level agreements.
Track time, communicate, and work through ConnectWise Manage PSA and the chat support application.
Liaise with internal teams, vendors, and client contacts.
Identify gaps in Standard Operating Procedures and create or improve processes.
Install, configure, and troubleshoot workstation, server, and cloud applications.
Triage incoming CTS and client technical requests, including answering phone calls.
Complete work assigned by the Service Delivery Supervisor and Service Delivery Coordinator.
Document all work promptly and thoroughly in ITGlue, the ticketing system, and other tools.
Participate in one-on-one meetings with the supervisor regarding performance and career goals.
Maintain accurate daily timesheet entries.
Meet KPIs and metrics including CSAT, ticket quality, timesheets, reliability, communication, and ticket SLAs.
Deliver timely, professional, high-quality white-glove client support.

Requirements

What you’ll need

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 communication skills, founded in being a good listener and professional speaker; 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 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 phone systems.
Experience with Android, iOS, Google Workspace, Entra, and Office365.
Preferred: Experience working for a Managed Service Provider (MSP) or IT Support Business.
Preferred: Experience with MSP-related tools: ConnectWise, Ninja, PRTG, and ITGlue.

Benefits

Comp & perks

Paid Time Off
Floating Holidays