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Posted 5 months ago
Requirements and responsibilities
Job DescriptionThe Triage Technician is responsible for being the first responder for inbound customer requests and system alerts through the ticket queue and phone systems. Then, routing escalations to the appropriate technical resources. The ideal candidate is motivated and possesses an unwavering passion for outstanding customer experience. This position reports to the Triage and Support Supervisor and works closely with all departments.ResponsibilitiesServe as the initial point of contact for clients experiencing technical issues and their requestsEngage with customers on the phone and through our ticketing system to identify incident category and route escalations to the appropriate technical resource or teamProactively monitor, report, and triage alerts for customers and internal environments across multiple platformsProactively monitoring a wide variety of customers’ systems, including Backup jobs, Window Server, Linux, AWS (Amazon Web Services), VMware, IBM Power, and Networking devices (Fortinet) and executing defined processes for eachEnsure related customer cases are associated properly with major incidentsAccurately and professionally document all communication with customersFollow proper escalation procedures to platform engineers during anPerform other duties as assignedEducation & ExperienceHigh School Diploma or equivalentEmpathetic customer service mindset and attitudeA superior sense of urgency and customer sentimentExcellent written and verbal communication skillsEnjoys teamwork and collaborationMust have excellent problem-solving skills and the ability to prioritizePossess the ability to comprehend and execute documented escalation proceduresBasic understanding of managed IT service provider infrastructure and services such as servers, storage, network, virtualization, recovery services.Applicants must be authorized to work in the United States without the need for visa sponsorship now or in the future.Preferred SkillsServiceNow and ITSM experienceMonitoring Tools (Zabbix, ScienceLogic, Nagios, etc)Cloud Technologies (AWS, Azure, Nutanix, VMware, etc.)IBM Power Technologies (IBM I and AIX) – IBM i OperationsAI DisclaimerWe may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
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