IT Triage Engineer: Frontline Support & Quick Fix

Greystone Technology Group; Shreveport (LA); On-site; USD 42,000 - 52,000; Full time

Benefits offered by this job

Insurance

401k with matching

Responsible Time Off

Job summary

NetTech is seeking an IT Triage Engineer to join our in-office team. You’ll be the first point of contact for clients, handling inbound calls, triaging issues, and creating clear tickets in ConnectWise.

You’ll resolve common issues on the spot, escalate complex problems with full context, and keep clients informed through ticket notes and timely updates. Strong communication and 2+ years in MSP support are required.

Qualifications

• 2+ years of experience in an MSP or IT support environment.
• Hands-on experience with ConnectWise or comparable PSA/ticketing platform.
• Strong working knowledge of Windows desktop OS and Microsoft 365.
• Clear, professional verbal and written communication; calm under high call volume.

Responsibilities

• Answer inbound support calls and triage client issues in real time.
• Create clear tickets in ConnectWise capturing symptoms, systems and urgency.
• Work Quick Fix tickets and resolve common issues on first contact when possible.
• Escalate beyond Quick Fix with full documentation and context to Tier 2/3.
• Keep clients informed of ticket status and update notes throughout.
• Identify recurring issues and flag patterns to leadership.

Skills

MSP experience

ConnectWise

Windows OS

Microsoft 365

Phone support

Education

CompTIA A+ or Network+ certification

Tools

ConnectWise Manage

ScreenConnect

Splashtop

IT Glue

Job description

NetTech is seeking an IT Triage Engineer to join our in-office team. You’ll be the first point of contact for clients, handling inbound calls, triaging issues, and creating clear tickets in ConnectWise.

You’ll resolve common issues on the spot, escalate complex problems with full context, and keep clients informed through ticket notes and timely updates. Strong communication and 2+ years in MSP support are required.