IT Triage Engineer

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 Responsibilities

• Answer inbound support calls and triage the client's issue in real time
• Create clear, complete tickets in ConnectWise for every call, capturing symptoms, affected systems, and urgency
• Work 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 context
• Keep clients informed of ticket status and expected next steps throughout the call
• Maintain accurate, up-to-date ticket notes and time entries in ConnectWise
• Identify recurring or high-volume issues and flag patterns to leadership
• Follow established runbooks and knowledge base articles for known issues; flag gaps where documentation is missing

Required Qualifications

• 2+ years of experience in an MSP or IT support environment, ideally in a front-line or help desk role
• Hands-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 simultaneously
• Clear, professional verbal and written communication skills
• Ability to stay calm and organized during high call volume
• Strong sense of ownership and follow-through on tickets

Preferred Qualifications

• CompTIA A+ or Network+ certification
• Prior experience with a formal call/phone queue system in a support role
• Familiarity 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 provisioning

Tools & Systems

• PSA/Ticketing: ConnectWise Manage
• Phone System: Company VoIP/call platform (queue-based intake)
• Remote Support: Remote access tool for hands-on troubleshooting
• Documentation: Internal knowledge base / IT Glue for client-specific runbooks
• Core Platforms Supported: Windows OS, Microsoft 365, common line-of-business applications

Work Environment & Schedule

This 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 Metrics

• First-call resolution (FCR) rate on Quick Fix-eligible tickets
• Average call handle time
• Ticket documentation quality/completeness
• SLA compliance on response and resolution times
• Client satisfaction (CSAT) scores on handled calls
• Ticket volume closed per shift
  

Compensation

• Annual salary starts at $47,000 based on experience
• Full-time benefits including insurance, 401k with matching, and Responsible Time Off policy

NetTech, 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.