IT Triage Engineer

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

We believe talent deserves a human touch. Your application will be read by an actual person who’s excited to discover the real you.Nettech, a New Charter company, is looking for an IT Triage Engineer to join our team. The IT Triage Engineer is the first point of contact for our MSP's clients, owning phone intake, ticket creation, and same-call resolution of straightforward technical issues. This role sets the tone for the client experience and keeps the ticket queue flowing by resolving common issues on the spot and routing anything more complex to the right team quickly and with clean documentation.Key ResponsibilitiesAnswer inbound support calls and triage the client's issue in real timeCreate clear, complete tickets in ConnectWise for every call, capturing symptoms, affected systems, and urgencyWork the Quick Fix ticket queue as tickets arrive, resolving common issues on first contact where possible (password resets, account unlocks, printer/connectivity issues, basic application errors, etc.)Attempt resolution before escalating; when an issue exceeds Quick Fix scope, escalate to the correct Tier 2/3 queue with full documentation and contextKeep clients informed of ticket status and expected next steps throughout the callMaintain accurate, up-to-date ticket notes and time entries in ConnectWiseIdentify recurring or high-volume issues and flag patterns to leadershipFollow established runbooks and knowledge base articles for known issues; flag gaps where documentation is missingRequired Qualifications2+ years of experience in an MSP or IT support environment, ideally in a front-line or help desk roleHands-on experience with ConnectWise (or comparable PSA/ticketing platform)Strong working knowledge of Windows desktop OS, Microsoft 365, common business applications, and basic networking (Wi-Fi, printers, VPN)Comfortable troubleshooting over the phone while typing and documenting simultaneouslyClear, professional verbal and written communication skillsAbility to stay calm and organized during high call volumeStrong sense of ownership and follow-through on ticketsPreferred QualificationsCompTIA A+ or Network+ certificationPrior experience with a formal call/phone queue system in a support roleFamiliarity with remote support tools (e.g., ScreenConnect, Splashtop) and documentation platforms (e.g., IT Glue)Exposure to basic Azure/Microsoft 365 admin tasks (password resets, account provisioningTools & SystemsPSA/Ticketing: ConnectWise ManagePhone System: Company VoIP/call platform (queue-based intake)Remote Support: Remote access tool for hands-on troubleshootingDocumentation: Internal knowledge base / IT Glue for client-specific runbooksCore Platforms Supported: Windows OS, Microsoft 365, common line-of-business applicationsWork Environment & ScheduleThis is an in-office role. The IT Triage Engineer will be based at one of the company's four office locations, assigned based on team staffing needs. Standard business-hour coverage, with potential for staggered shifts to cover peak call volume.Success MetricsFirst-call resolution (FCR) rate on Quick Fix-eligible ticketsAverage call handle timeTicket documentation quality/completenessSLA compliance on response and resolution timesClient satisfaction (CSAT) scores on handled callsTicket volume closed per shiftCompensationAnnual salary starts at $47,000 based on experienceFull-time benefits including insurance, 401k with matching, and Responsible Time Off policyNetTech, a New Charter Technologies company, has been around since 2004, as a respected leader in the community and the industry. Our proudest accomplishment is the large number of long-term clients who year after year put their trust in us. At NetTech our steady growth provides our team with many opportunities for advancement. We are a technology company strengthened by business people. Providing clients with a complete and comprehensive technology solution enables NetTech to stay ahead of the always evolving business climate. Our proudest accomplishment is the large number of long-term clients who year after year put their trust in us.We offer excellent compensation and benefits that are normally only found at large companies. This ensures that we’re competitive and that we can meet the challenges of today’s fast-moving technology landscape. We believe that our people are our greatest asset therefore we treat our employees like we would like to be treated.Nettech, a New Charter Technologies company, is committed to creating an inclusive environment and is proud to be an equal opportunity employer. Nettech recruits, employs, trains, compensates, and promotes regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.