Technical Services Representative

Mike Collins & Associates•Chattanooga, TN

22d•Onsite

About The Position

We believe talent deserves a human touch. Your application will be read by an actual person who’s excited to discover the real you. We are 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. MCA, a New Charter Technologies company, provides a fast, energetic work environment for those seeking technology careers in Chattanooga and Nashville. We’re a top technology services provider in the Chattanooga area with a solid national reputation. We believe people are our most valuable assets so we’re passionate about retaining and developing the best talent available. But more than that, we’re a tight-knit group of professionals who work collaboratively to provide the highest possible levels of customer service and support. We treat team members with respect, providing an environment where diverse individuals have all the resources they need to perform to their full potential. In fact, we like to think working at MCA is more than just a job. We believe business isn’t just about profitability. Having fun is also essential on the way to success. So, we celebrate achievements. We laugh a lot. We treat one another like family, always supporting each other. And we try not to take ourselves too seriously. MCA is committed to creating an inclusive environment and is proud to be an equal opportunity employer. MCA recruits, employs, trains, compensates, and promotes regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.

Requirements

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

Nice To Haves

CompTIA A+ Certification (preferred but not required)

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