Front-Line IT Triage Engineer — First-Call Resolution

Nettech; Monroe (LA); On-site; USD 42,000 - 52,000; Full time

Benefits offered by this job

Insurance

401k with matching

Responsible Time Off

Career growth opportunities

Job summary

Nettech, a New Charter Technologies company, is seeking an IT Triage Engineer to join our in-office team in Monroe, LA. You will be the first point of contact for clients, handling phone intake, quick fixes, and ticket creation with clear documentation to keep the queue moving.

In this front-line role, you’ll triage issues, document symptoms, and escalate to Tier 2/3 when needed, all while maintaining professional communication and adherence to runbooks and KBs to ensure high CSAT and timely

Qualifications

• 2+ years in an MSP or IT support environment.
• Experience with ConnectWise or comparable PSA/ticketing platform.
• Strong working knowledge of Windows desktop OS and Microsoft 365.
• Solid understanding of basic networking (Wi-Fi, printers, VPN).
• Excellent verbal and written communication skills.

Responsibilities

• Answer inbound support calls and triage client issues in real time.
• Create clear, complete tickets in ConnectWise for every call.
• Handle Quick Fix tickets and resolve common issues on first contact.
• Escalate complex issues to Tier 2/3 with full context and documentation.
• Keep clients informed of ticket status and next steps.
• Maintain accurate ticket notes and time entries in ConnectWise.
• Follow runbooks and KB articles; flag gaps in documentation.

Skills

MSP/Help desk

ConnectWise

Windows OS

Microsoft 365

Phone/remote support

Communication skills

Documentation

Education

CompTIA A+ or Network+

Tools

ConnectWise Manage

ScreenConnect

Splashtop

IT Glue

Azure/M365 admin tasks

Job description

Nettech, a New Charter Technologies company, is seeking an IT Triage Engineer to join our in-office team in Monroe, LA. You will be the first point of contact for clients, handling phone intake, quick fixes, and ticket creation with clear documentation to keep the queue moving.

In this front-line role, you’ll triage issues, document symptoms, and escalate to Tier 2/3 when needed, all while maintaining professional communication and adherence to runbooks and KBs to ensure high CSAT and timely