Triage Technician Lightedge Austin Texas
Overview
The Triage Technician leads first response for inbound customer requests and system alerts. This role drives customer satisfaction by routing escalations effectively. You will report to the Triage and Support Supervisor while collaborating across all departments.
What You'll Do12
- 1Serve as the initial point of contact for clients experiencing technical issues and their requests
- 2Engage with customers on the phone and through our ticketing system to identify incident category and route escalations to the appropriate technical resource or team
- 3Proactively monitor report and triage alerts for customers and internal environments across multiple platforms
- 4Monitor a wide variety of customers’ systems including Backup jobs Window Server Linux AWS Amazon Web Services VMware IBM Power and Networking devices Fortinet and execute defined processes for each
- 5Ensure related customer cases are associated properly with major incidents
- 6Accurately and professionally document all communication with customers
- 7Follow proper escalation procedures to platform engineers during an incident
- 8Perform other duties as assigned
- 9ServiceNow and ITSM experience
- 10Monitoring Tools Zabbix ScienceLogic Nagios
- 11Cloud Technologies AWS Azure Nutanix VMware
- 12IBM Power Technologies IBM i Operations
Requirements10
- 1High School Diploma or equivalent
- 2Empathetic customer service mindset and attitude
- 3Superior sense of urgency and customer sentiment
- 4Excellent written and verbal communication skills
- 5Enjoys teamwork and collaboration
- 6Possess the ability to comprehend and execute documented escalation procedures
- 7Basic understanding of managed IT service provider infrastructure and services such as servers storage network virtualization recovery services
- 8Preferred Skills: AI tools review applications analyze resumes assess responses identify potential inconsistencies or verification signals in application materials
- 9Cloud Technologies (AWS Azure Nutanix VMware)
- 10IBM Power Technologies (IBM i and AIX)
Salary Insight
Salary not disclosed in listing
Location
Required Skills
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