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 Connect Wise 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 Connect Wise 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 Connect Wise (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., Screen Connect, Splashtop) and documentation platforms (e.g., IT Glue)
Exposure to basic Azure/Microsoft 365 admin tasks (password resets, account provisioning

Tools & SystemsPSA/Ticketing:
Connect Wise 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/completenessSLA 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…