Triage Technician
LightEdge Solutions
AWSAzureCloudITSMLinuxServiceNowVMware
Triage Technician
LightEdge Solutions
full-time
Posted on:
Origin: • 🇺🇸 United States • Iowa
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 our 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
- Proactively 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 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 during an
- Perform other duties as assigned
- Reports to the Triage and Support Supervisor and works closely with all departments
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
- Must have excellent problem-solving skills and the ability to prioritize
- Possess the 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.
- ServiceNow and ITSM experience
- Monitoring Tools (Zabbix, ScienceLogic, Nagios, etc)
- Cloud Technologies (AWS, Azure, Nutanix, VMware, etc.)
- IBM Power Technologies (IBM I and AIX) – IBM i Operations
