First-Response IT Support Specialist

Lightedge; Kansas City (MO); On-site; USD 42,000 - 64,000; Full time

Job summary

Lightedge seeks a Triage Technician to be the first responder for customer requests and system alerts. You will communicate via phone and tickets, route escalations, and monitor multiple environments to ensure timely incident handling.

The role emphasizes empathy, urgency, and teamwork, with clear escalation paths to engineers and a strong focus on delivering outstanding customer experience.

Qualifications

• High school diploma or equivalent required.
• Demonstrated empathetic customer service and urgency in support roles.
• Excellent written and verbal communication is essential.
• Teamwork and collaborative spirit required.
• Strong problem-solving and prioritization abilities.
• Familiarity with escalation procedures in managed services.

Responsibilities

• Be the first contact for clients with technical issues via phone or ticket system.
• Identify incident category and route escalations to appropriate resource.
• Monitor and triage alerts across platforms for multiple customers.
• Document all customer communications professionally and accurately.
• Escalate to platform engineers following defined procedures.
• Perform other duties as assigned.

Skills

Empathetic customer service

Strong communication

Teamwork

Problem solving

Escalation handling

Adaptability

Education

High School Diploma or equivalent

Tools

ServiceNow

ITSM

Zabbix/Nagios/ScienceLogic

AWS/Azure/VMware

IBM Power (IBM i)

Job description

Lightedge seeks a Triage Technician to be the first responder for customer requests and system alerts. You will communicate via phone and tickets, route escalations, and monitor multiple environments to ensure timely incident handling.

The role emphasizes empathy, urgency, and teamwork, with clear escalation paths to engineers and a strong focus on delivering outstanding customer experience.