IT Incident Triage Specialist

Lightedge; Austin (TX); On-site; USD 40,000 - 60,000; Full time

Job summary

Lightedge is seeking a Triage Technician to be the first responder for inbound customer requests and system alerts. You will route escalations to the appropriate technical resources and document interactions to ensure a smooth handoff to engineering teams.

Ideal candidates will monitor systems across Windows Server, Linux, AWS, VMware, and networking devices, while maintaining excellent communication and a strong customer focus.

Qualifications

• 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.

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 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, Windows Server, Linux, AWS, 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

Skills

Customer service mindset

Excellent communication

Prioritization

Teamwork

Problem solving

ServiceNow & ITSM experience

Education

High School Diploma or equivalent

Tools

Zabbix

ScienceLogic

Nagios

AWS

Azure

VMware

Job description

Lightedge is seeking a Triage Technician to be the first responder for inbound customer requests and system alerts. You will route escalations to the appropriate technical resources and document interactions to ensure a smooth handoff to engineering teams.

Ideal candidates will monitor systems across Windows Server, Linux, AWS, VMware, and networking devices, while maintaining excellent communication and a strong customer focus.