Triage Technician
LightEdge Solutions
full-time
Posted on:
Location: Kansas, Missouri • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
AWSAzureCloudITSMLinuxServiceNowVMware
About the role
- Serve as the initial point of contact for clients experiencing technical issues and their requests
- Engage with customers on the phone and through the ticketing system to identify incident category and route escalations to the appropriate technical resource or team
- Proactively monitor, report, and triage alerts for customers and internal environments across multiple platforms
- Monitor customers’ systems including Backup jobs, Windows Server, Linux, AWS, VMware, IBM Power, and Networking devices (Fortinet) and execute defined processes for each
- Ensure related customer cases are associated properly with major incidents
- Accurately and professionally document all communication with customers
- Follow proper escalation procedures to platform engineers
- Perform other duties as assigned
Requirements
- High School Diploma or equivalent
- Empathetic customer service mindset and attitude
- A superior sense of urgency and customer sentiment
- Excellent written and verbal communication skills
- Enjoys teamwork and collaboration
- Excellent problem-solving skills and the ability to prioritize
- Ability to comprehend and execute documented escalation procedures
- Basic 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: ServiceNow and ITSM experience
- Preferred: Monitoring Tools (Zabbix, ScienceLogic, Nagios, etc)
- Preferred: Cloud Technologies (AWS, Azure, Nutanix, VMware, etc.)
- Preferred: IBM Power Technologies (IBM i and AIX) – IBM i Operations