Triage Technician – Night Shift
LightEdge Solutions
full-time
Posted on:
Location Type: Hybrid
Location: United States
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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
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.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
technical supportincident managementproblem-solvingescalation proceduresmonitoringdocumentationcustomer case managementIT infrastructurevirtualizationnetworking
Soft Skills
customer serviceempathysense of urgencycommunicationteamworkcollaborationprioritizationcomprehensionexecutionattitude