IT Support Engineer

neteffect technologies is looking for a Triage Engineer to be the front line of our service delivery - the first set of eyes on incoming tickets, monitoring alerts, and security events across a diverse portfolio of business clients. This is a hands-on support role for someone who’s technically strong, customer-focused, and genuinely interested in modern cloud and security work., The Triage Engineer is responsible for first-response handling of inbound tickets and alerts across the neteffect client portfolio - triaging, troubleshooting, and remediating issues via remote and on-site support, and escalating complex problems to senior engineering with clear, well-documented context. You’ll work primarily in Windows and Microsoft 365 environments and play an active role in front-line security operations., Ticket & Alert Triage

• Serve as first responder for inbound client tickets, monitoring alerts, and automated notifications; triage, prioritize, and resolve or escalate appropriately.
• Perform desktop, server, and network troubleshooting and remediation via remote tools and scheduled on-site visits.
• Own ticket quality - accurate categorization, detailed time entry and notes, and clean handoffs to senior engineers on escalation.

Endpoint, Identity & Microsoft 365 Support

• Provide day-to-day Microsoft 365 support: user and license management, Exchange Online, SharePoint, Teams, and OneDrive.
• Support Entra ID identity tasks - account lifecycle, password/SSPR issues, MFA enrollment, and sign-in troubleshooting.
• Assist with endpoint management through Intune/Autopilot: device enrollment, compliance, and standardized deployments.

Front-Line Security Operations

• Act as first responder on security alerts from SentinelOne (EDR/XDR), Microsoft Defender, ThreatLocker (application allowlisting and blocked-app escalations), and Check Point Harmony / Avanan (email security).
• Triage suspicious sign-ins, phishing reports, and identity-related alerts; gather context from Entra sign-in logs and audit data, and escalate confirmed or complex threats to senior security engineers.
• Work alongside our MDR partner (Arctic Wolf) on alert triage and follow-through.
• Help operate and uphold established Conditional Access, MFA, and endpoint security baselines (you’ll enforce these standards, not design them).

Monitoring, Maintenance & Documentation

• Perform daily system monitoring - verifying backups (Veeam), patch compliance, and the health of servers, endpoints, and key services.
• Apply OS patches and updates and assist with proactive maintenance across client environments.
• Maintain accurate, up-to-date client documentation in IT Glue - network details, SOPs, credentials, and asset records.

Client & Team Support

• Deliver clear, professional support to end users, translating technical issues into plain language.
• Complete assigned project tasks within scope and timeline under the direction of project leads.
• Participate in the on-call rotation, which may include after-hours and occasional on-site support.

Do you have a valid Driver’s License license?, Do you have experience in macOS?, Do you have a Bachelor’s degree?, * 1-3 years of IT support experience (help desk, desktop support, or MSP); MSP experience is a strong plus.

• Solid hands-on Windows 10/11 troubleshooting skills.
• Working knowledge of Microsoft 365 administration fundamentals (user management, Exchange Online, Teams, SharePoint).
• Networking fundamentals: TCP/IP, DNS, DHCP, VLANs, and basic firewall concepts.
• Security awareness and a genuine interest in growing into identity, cloud, and security operations.
• Strong customer-service orientation with clear written and verbal communication.
• Self-directed, organized, and able to manage multiple tickets and priorities with minimal supervision.

Preferred Tool Experience

You won’t be expected to know all of these on day one, but familiarity with any is a plus - and a willingness to learn them quickly is essential:

• PSA / RMM / Remote Access: ConnectWise Manage (ticketing & time entry), ConnectWise RMM (Asio), ConnectWise ScreenConnect
• Security: SentinelOne, Arctic Wolf, ThreatLocker, Check Point Harmony (Avanan), Microsoft Defender
• Backup & DR: Veeam Backup & Replication
• Monitoring & Documentation: Auvik, IT Glue
• Microsoft cloud: Entra ID, Intune/Autopilot, Microsoft 365 admin

Certifications (Preferred, not required)

• CompTIA A+, Network+, Security+
• Microsoft Certified Fundamentals: MS-900, SC-900, AZ-900

We support certification and exam reimbursement, and we’ll help you work toward associate-level certs (SC-300, SC-200, AZ-104) as you grow.

Soft Skills - Critical for Success

• Clear communication with both technical teammates and non-technical end users.
• Strong documentation discipline - you write things down so others can follow.
• Root-cause mindset - you want to understand why something happened, not just close the ticket.
• Accountability and ownership of your time and task management in a self-directed environment., * Bachelor’s degree in IT, Computer Science, or a related field - OR equivalent professional experience.
• Valid driver’s license with a clean driving record and appropriate insurance coverage.
• Ability to lift up to 50 pounds occasionally.
• Ability to pass a background check and drug screening upon offer.

Pulled from the full job description

• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Health savings account
• Dental insurance, * Competitive salary ($40,000-$45,000) commensurate with experience
• Health and dental insurance
• 401(k) with company matching
• Paid time off
• Performance-based bonus opportunities
• Certification support and exam reimbursement
• Access to Microsoft partner resources and labs
• Mentorship from senior MSP engineers and a real path toward a Systems Engineer role

Work Environment & Logistics

• Small-company culture that values technical depth, accountability, and autonomy.
• Time split between the neteffect Charlotte office and client sites.
• Monday-Friday, day shift, with occasional after-hours or on-call support as needed., * 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Compensation Package:

• Bonus opportunities

Founded in 1991 and based in Charlotte, NC, neteffect technologies is an established Managed Service Provider delivering managed IT, cloud, security, virtualization, and telecom solutions to businesses across the region. We operate as a true technology partner - taking ownership of our clients’ IT environments so they can focus on running their business. We’re a small-company culture that values technical depth, accountability, and autonomy, with no excessive bureaucracy and real room to grow.

What Makes This Role Different

• Security from day one - you’ll triage real identity, endpoint, and email threats using a modern, fully-resourced security stack, not just reset passwords.
• A clear growth path - this role is designed to build the Microsoft 365, Azure, identity, and security foundations that lead into our senior Systems Engineer track.
• A varied client base - no two environments are the same; you’ll see a wide range of technologies and challenges.
• Mentorship from senior engineers - you’ll learn directly from experienced MSP engineers who serve as the team’s final escalation point.
• A complete toolset - access to leading PSA, RMM, security, backup, and documentation platforms.