​This is a full-time, remote Triage/Tier 1 IT Support Engineer role at Worksighted – a Thrive Company, an IT services provider. This is a critical first line of support role, primarily responsible for the triage, coordination, and dispatching of incoming support requests via phone, chat, and email. The role focuses heavily on monitoring incoming tickets, adhering to SLAs, maintaining high CSAT, and resolving basic technical issues.

• ​Location: Remote.
• ​Experience Required: At least one (1) year of experience in IT support, service desk, or a similar technical support role.
• ​Education: High School Diploma or GED.
• ​Focus: First-line customer communication, ticket accuracy/prioritization/dispatching (using ConnectWise), resolving basic technical issues, and ensuring SLA adherence.

​What You’re Accountable For: Triage, Dispatch, and SLA Adherence

​The role acts as the gatekeeper and coordinator for the entire service process, ensuring every request is accurately routed and followed through.

• ​Triage and Dispatch: Receiving, assessing, and triaging incoming support requests (phone, chat, email) to accurately identify the nature, scope, and urgency. Dispatching service requests to the appropriate teams.
• ​Ticket Management: Proactively escalating and tracking high-priority tickets through to resolution. Routinely reviewing service boards to verify ticket accuracy (agreement, priority, contact details) and promptly escalating tickets in ‘Customer Responded’ or ‘Action Required’ statuses.
• ​Resolution and Documentation: Resolving basic customer issues/tickets. Ensuring all customer information is thoroughly and accurately captured during ticket creation and the dispatching process. Accurately documenting time, work performed, and all client communications.
• ​Performance Metrics: Consistently meeting or exceeding key performance indicators (KPIs) and maintaining a high customer satisfaction (CSAT) rating. Following all established service level agreements (SLAs).
• ​Service Improvement: Coordinating with other departments to continuously improve the support experience and assisting in communicating known issues and bundling related tickets to streamline service.

​Required Qualifications and Technical Tools

​The successful candidate needs foundational IT knowledge, strong organizational skills, and experience with service desk platforms.

• ​Experience: At least one (1) year in IT support/service desk.
• ​Foundational Knowledge: A foundational understanding of IT concepts, including hardware, software, networking, and common troubleshooting methods.
• ​Service Management Knowledge: Familiarity with SLAs and performance-based service environments.
• ​Soft Skills: Customer-first orientation, strong decision-making skills, detail-oriented, organized, and the ability to effectively prioritize.
• ​Technical Tools Used:
  • ​ConnectWise (likely for ticket management/PSA).
  • ​Microsoft Office Suite / Microsoft 365.
  • ​Active Directory.
  • ​3CX (likely for phone/communications).