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

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 policyWho We are:At New Charter, we’re building a caliber of business the IT industry hasn’t yet seen. We are serving small-to-medium sized businesses in 10+ industries across North America, and we deliver best-in-class technology solutions to propel our clients into the digital world.At New Charter, we’re investing in our people – through growth and learning initiatives, employee benefits, company innovation, and more. We are constantly seeking a diverse candidate backgrounds and perspectives to amplify inclusive hiring practices for each job opening. Our partner companies have career paths for many different role types, whether you want to be deeply technical or whiteboarding with clients, and we are committed to developing fulfilling career paths for all contributors at New Charter. ( Please note: Every application submitted through Workday is reviewed by a real person, not an AI. We value your time and take each submission seriously.)Our teams are dedicated to pioneering breakthrough technologies, disruptive solutions, and transformative strategies. We’re the architects of change, fostering an environment where bold ideas take flight, and creativity knows no bounds. At New Charter, we’ve embraced the idea that every individual brings something special to the table. Our foundation is based on the belief that each team member plays a crucial role in our collective success.Ready to be part of a dynamic and supportive community where your unique skills and personality shine? We’re on a mission to make a difference, and we want you to be part of the story. Let’s transform the world together and build a career that’s as unique as you are!We are looking for driven and passionate people who are excited to work in an incredibly rewarding environment. So, if you are ready to learn, be inspired, solve problems, and grow professionally, apply today! Learn more here: Why New Charter .New Charter i s committed to creating an inclusive environment and is proud to be an equal opportunity employer. New Charter recruits, employs, trains, compensates, and promotes regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.