Triage Technician

Socket.dev; Austin (TX); On-site; USD 55,000 - 75,000; Full time

Job summary

Socket.dev is seeking a Triage Technician to be the first point of contact for customers and to route issues to the appropriate technical teams. You will actively monitor alerts and customer environments across platforms including Windows Server, Linux, AWS, VMware, and networks, ensuring incidents are properly escalated and documented.

The ideal candidate will possess an empathetic customer service mindset, outstanding communication skills, and a strong sense of urgency.

Qualifications

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

Responsibilities

• Serve as the initial point of contact for clients with technical issues and requests.
• Engage with customers via phone and ticketing system to classify incidents and route escalations.
• Proactively monitor, report, and triage alerts across multiple platforms.
• Monitor customer systems (Backup jobs, Windows Server, Linux, AWS, VMware, IBM Power, networking) and execute defined processes.
• Ensure related cases are linked to major incidents.
• Document all communications with customers accurately and professionally.
• Follow escalation procedures to platform engineers during an incident.
• Perform other duties as assigned.

Skills

Empathetic service

Urgency orientation

Communication skills

Teamwork

Problem solving

Prioritization

Escalation procedures

Education

High School Diploma or equivalent

Tools

ServiceNow ITSM

Monitoring tools

Cloud Technologies

IBM Power Technologies

Job description

The Triage Technician is responsible for being the first responder for inbound customer requests and system alerts through the ticket queue and phone systems. Then, routing escalations to the appropriate technical resources. The ideal candidate is motivated and possesses an unwavering passion for outstanding customer experience. This position reports to the Triage and Support Supervisor and works closely with all departments.

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, Window Server, Linux, AWS (Amazon Web Services), 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

Education & Experience

• 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.

Preferred Skills

• ServiceNow and ITSM experience
• Monitoring Tools (Zabbix, ScienceLogic, Nagios, etc)
• Cloud Technologies (AWS, Azure, Nutanix, VMware, etc.)
• IBM Power Technologies (IBM I and AIX) - IBM i Operations