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

Who 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.