Triage Technician – Night Shift

LightEdge Solutions

Triage Technician handling customer requests and alerts, working closely with all departments at IBM. Responsible for routing escalations and ensuring outstanding customer experience.

Posted 4/20/2026full-time🇺🇸 United StatesMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

AWSLinuxVMware

About the role

Key responsibilities & impact

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

What you’ll need

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.

Benefits

Comp & perks

🌐 Worldwide ❌ Jobs You've Hidden ⭐️ Saved Jobs ✅ Applied Jobs ✉️ Email Alerts 👤 Account LightEdge Solutions Website LinkedIn All Job Openings 51 - 200 employees Founded 1998 ☁️ SaaS 🏢 Enterprise 🔐 Security 💰 $5M Private Equity Round on 2004-04 SaaS
Enterprise
Security LightEdge Solutions is a technology company specializing in highly secure cloud, colocation, connectivity, and managed services. With over 30 years of experience, LightEdge helps businesses optimize their IT infrastructure by offering advanced solutions like cloud storage, backup-as-a-service, and disaster recovery. The company is dedicated to providing secure and compliant platforms that protect data, support hybrid and multi-cloud journeys, and improve operational efficiencies for their clients. LightEdge's data centers and expert engineering support deliver 24/7 uptime and robust cybersecurity to ensure continuous business operations. Triage Technician – Night Shift 🔥 58 minutes ago 🏢🏡 null – Hybrid ⏰ Full Time 🟡 Mid-level 🟠 Senior ⚙️ Operations Apply Now Find Hiring Managers Customize resume for this job Report problem ☆ Save ☑️ Mark as applied ❌ Hide 📋 Description
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.
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ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

technical supportincident managementproblem-solvingescalation proceduresmonitoringdocumentationcustomer case managementIT infrastructurevirtualizationnetworking

Soft Skills

customer serviceempathysense of urgencycommunicationteamworkcollaborationprioritizationcomprehensionexecutionattitude