IT Triage Technician - Customer-First Support

Lightedge; Des Moines, Northern (IA, KY); Hybrid; USD 40,000 - 56,000; Full time

Job summary

Lightedge seeks a Triage Technician to be the first point of contact for customers with technical issues. You will work via phone and ticketing systems to classify incidents and route them to the appropriate engineers, while proactively monitoring alerts across multi-platform environments.

You will document communications clearly, follow escalation procedures, and collaborate with multiple departments to ensure swift problem resolution and high customer satisfaction.

Qualifications

• High school diploma or equivalent required.
• 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.
• Ability to comprehend and execute documented escalation procedures.
• Basic understanding of MSP infrastructure and services (servers, storage, network, virtualization, recovery).

Responsibilities

• Serve as the initial point of contact for clients with technical issues and requests.
• Engage with customers by phone and ticketing system to identify incident category and route escalations.
• Monitor, report, and triage alerts for customers and internal environments.
• Support a variety of systems including Windows Server, Linux, AWS, VMware, networking devices, and backups.
• Ensure customer cases are linked to major incidents and documented thoroughly.
• Follow escalation procedures to platform engineers.
• Perform other duties as assigned.

Skills

Empathetic customer service

Urgency and customer sentiment

Excellent communication

Teamwork and collaboration

Problem solving

Prioritization

Escalation procedures

IT infrastructure basics

Education

High School Diploma

Tools

ServiceNow

ITSM

Zabbix

ScienceLogic

Nagios

AWS

Azure

Nutanix

VMware

IBM Power (IBM i)

Job description

Lightedge seeks a Triage Technician to be the first point of contact for customers with technical issues. You will work via phone and ticketing systems to classify incidents and route them to the appropriate engineers, while proactively monitoring alerts across multi-platform environments.

You will document communications clearly, follow escalation procedures, and collaborate with multiple departments to ensure swift problem resolution and high customer satisfaction.