Triage Technician

Position:
Triage Technician

Company:
Lightedge

Location:
United States, Des Moines, Iowa

Employment type:
On-site

Short Summary:
The Triage Technician is responsible for being the first responder for inbound customer requests and system alerts through the ticket queue and phone systems, routing escalations to the appropriate technical resources.

Responsibilities:
- 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
- Proactively monitor, report, and triage alerts for customers and internal environments across multiple platforms
- Monitor a variety of customers’ systems, including Backup jobs, Windows Server, Linux, AWS, VMware, IBM Power, and Networking devices
- Ensure related customer cases are associated properly with major incidents
- Accurately document all communication with customers
- Follow proper escalation procedures to platform engineers
- Perform other duties as assigned

Requirement:
- High School Diploma or equivalent
- Empathetic customer service mindset and attitude
- Excellent written and verbal communication skills
- Strong problem-solving skills and ability to prioritize
- Basic understanding of managed IT service provider infrastructure and services

Preferred Skills:
- ServiceNow and ITSM experience
- Monitoring Tools (Zabbix, ScienceLogic, Nagios, etc.)
- Cloud Technologies (AWS, Azure, Nutanix, VMware, etc.)
- IBM Power Technologies (IBM I and AIX)