Frontline IT Triage Engineer

New-Charter-Technologies-1; Monroe (LA); On-site; USD 42,000 - 52,000; Full time

Benefits offered by this job

Insurance

401k with matching

Responsible Time Off

Job summary

New Charter is seeking an IT Triage Engineer to join our team in a front-line IT support role. You will handle inbound calls, triage issues in real time, and document outcomes in ConnectWise, routing complex cases to the right teams with clear notes.

The role emphasizes first-call resolutions on Quick Fix tasks, with normal business hours and base compensation starting at $47,000 annually. Join a company focused on client success and supportive growth.

Qualifications

• 2+ years in an MSP or IT support role.
• Experience with ConnectWise or a similar PSA system.
• Strong knowledge of Windows desktop OS and Microsoft 365.
• Ability to triage issues over the phone and document clearly.

Responsibilities

• Answer inbound support calls and triage issues in real time.
• Create clear, complete tickets in ConnectWise for every call.
• Handle Quick Fix queue to resolve common issues on first contact.
• Escalate complex issues with full context to Tier 2/3.
• Keep clients informed on ticket status and next steps.

Skills

MSP experience

ConnectWise

Windows OS

Microsoft 365

Networking basics

Phone support

Tools

ConnectWise Manage

ScreenConnect

Splashtop

IT Glue

Azure admin tasks

Job description

New Charter is seeking an IT Triage Engineer to join our team in a front-line IT support role. You will handle inbound calls, triage issues in real time, and document outcomes in ConnectWise, routing complex cases to the right teams with clear notes.

The role emphasizes first-call resolutions on Quick Fix tasks, with normal business hours and base compensation starting at $47,000 annually. Join a company focused on client success and supportive growth.