IT Triage & Customer Support Specialist

Lightedge

Des Moines (IA)

On-site

USD 42,000 - 60,000

Full time

14 days+

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Job summary

Lightedge is seeking a Triage Technician to be the first point of contact for client technical issues and requests. You will engage customers via phone and ticketing systems to categorize incidents and route escalations to the right technical resource.

You will monitor alerts across diverse platforms (Windows/Linux servers, AWS, VMware, Fortinet, and more) and document communications professionally. A High School Diploma and strong communication skills are required, with teamwork and urgency

Qualifications

Requires high school diploma or equivalent and a strong customer-service mindset.
Must possess excellent written and verbal communication skills and ability to prioritize.
A superior sense of urgency and focus on customer sentiment is required.
Teamwork and collaboration are essential to success in this role.
Ability to understand and execute documented escalation procedures.

Responsibilities

Serve as the initial contact for clients with technical issues and requests.
Identify incident category and route escalations to appropriate resource or team.
Monitor, report, and triage alerts across multiple platforms.
Monitor a wide range of systems including backup jobs, Windows Server, Linux, AWS, VMware, IBM Power and Fortinet devices.
Ensure customer cases are linked to major incidents when applicable.
Document all customer communications accurately and professionally.
Follow escalation procedures to platform engineers.
Perform other duties as assigned.