IT Triage Technician: Fast, Customer-Driven Support

Lightedge; Lenexa (KS); Presencial; USD 42.000 - 64.000; Jornada completa

Descripción de la vacante

Lightedge is seeking a Triage Technician to be the first contact for customers with technical issues and system alerts. You will route escalations to the appropriate technical resources and document all interactions, ensuring prompt, accurate handling of each case.

You will work across Windows, Linux, AWS, VMware, networking devices, and other platforms, maintaining a high level of customer service and urgency while collaborating with team members and engineers to resolve incidents efficiently.

Formación

• High School Diploma or equivalent.
• Empathetic customer service mindset and attitude.
• Superior sense of urgency and customer sentiment.
• Excellent written and verbal communication skills.
• Enjoys teamwork and collaboration.
• Must have excellent problem-solving skills and prioritization.
• Ability to understand escalation procedures.
• Basic understanding of MSP infrastructure and services.

Responsabilidades

• Serve as the initial point of contact for clients experiencing technical issues and their requests.
• Engage with customers via phone and 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 wide variety of systems including backup jobs, Windows Server, Linux, AWS, VMware, IBM Power, and networking devices, following defined processes.
• Ensure related cases are properly linked to major incidents.
• Document all customer communications accurately and professionally.
• Follow escalation procedures to platform engineers during an incident.
• Perform other duties as assigned.

Conocimientos

Customer service

Problem solving

Communication

Teamwork

Prioritization

Escalation procedures

Educación

High School Diploma

Herramientas

ServiceNow/ITSM

Monitoring tools

Cloud/AWS

VMware

Descripción del empleo

Lightedge is seeking a Triage Technician to be the first contact for customers with technical issues and system alerts. You will route escalations to the appropriate technical resources and document all interactions, ensuring prompt, accurate handling of each case.

You will work across Windows, Linux, AWS, VMware, networking devices, and other platforms, maintaining a high level of customer service and urgency while collaborating with team members and engineers to resolve incidents efficiently.