L0/L1Triage - Frontdoor SME

Silicontek Inc; Fremont (CA); Hybrid; USD 65,000 - 90,000; Full time

Job summary

Silicontek Inc. is seeking aHybrid IT Operations Support role in Fremont, CA. The candidate will act as the front door for platform requests, triage incidents, and coordinate routing to the appropriate L2, vendor, or IT team.

You will perform initial health checks, capture details, and ensure timely resolution while updating runbooks to reflect recurring issues. Strong communication and IT operations experience are essential.

Qualifications

• Experience in enterprise IT operations, service desk, NOC, or application support.
• Strong incident ownership and coordination skills.
• Working knowledge of monitoring, ticketing, access management, and runbooks.
• Ability to perform structured troubleshooting across cloud, data, and AI platforms.
• Familiarity with ITIL or SRE practices is preferred.

Responsibilities

• Receive and triage incidents, service requests, and monitoring alerts.
• Perform initial health checks using approved runbooks.
• Capture clear issue details, business impact, evidence, and troubleshooting completed.
• Route work to the correct specialist and coordinate cross-team escalation.
• Track incidents through closure, keep users informed, and improve runbooks based on recurring issues.

Skills

Incident ownership

Cross-team coordination

Structured troubleshooting

Clear verbal/written communication

IT operations familiarity

Tools

Monitoring tools

Ticketing systems

Access management

Operational runbooks

Job description

Location: Fremont, CA (Hybrid role)
Duration Long Term.
Profile- Acts as the front door for platform requests and alerts, owns intake-to-resolution routing, and keeps issues moving to the correct L2, vendor, or IT team.

Key Responsibilities

• Receive and triage incidents, service requests, and monitoring alerts.
• Perform initial health checks using approved runbooks.
• Capture clear issue details, business impact, evidence, and troubleshooting completed.
• Route work to the correct specialist and coordinate cross-team escalation.
• Track incidents through closure, keep users informed, and improve runbooks based on recurring issues.

Required Skills And Experience

• Experience in enterprise IT operations, service desk, NOC, or application support.
• Strong incident ownership, communication, and coordination skills.
• Working knowledge of monitoring, ticketing, access management, and operational runbooks.
• Ability to perform structured troubleshooting across cloud, data, and AI platforms.
• Familiarity with ITIL or SRE practices is preferred.