Triage Technician

Socket.dev; Des Moines (IA); On-site; USD 42,000 - 62,000; Full time

Job summary

Socket.dev is seeking a Triage Technician in Des Moines, IA to be the first point of contact for customer requests and system alerts. You will route escalations to the appropriate technical resources and document all interactions to ensure clear follow-up.

You'll engage with customers by phone and ticketing system, monitor alerts across Windows Server, Linux, AWS, VMware, and networking devices, and escalate to platform engineers when needed.

Qualifications

• High School Diploma or equivalent.
• Empathetic customer service mindset.
• Strong sense of urgency and customer focus.
• Excellent written and verbal communication skills.
• Teamwork and collaboration.
• Ability to prioritize and solve problems.
• Understanding of escalation procedures.
• Basic knowledge of IT infrastructure and services.

Responsibilities

• Serve as the initial point of contact for clients experiencing technical issues.
• Identify incident category and route escalations to the appropriate resource.
• Monitor, report, and triage alerts across multiple platforms.
• Monitor customers’ systems including Windows Server, Linux, AWS, VMware, and networking devices.
• Ensure related cases are linked to major incidents.
• Document all communications with customers professionally.
• Follow escalation procedures to platform engineers.
• Perform other duties as assigned.

Skills

Empathetic customer service

Strong sense of urgency

Excellent communication

Teamwork and collaboration

Problem solving

Prioritization skills

Documentation and note-taking

Education

High School Diploma or equivalent

Tools

ServiceNow/ITSM

Monitoring Tools

AWS

Azure

VMware

Networking devices

Fortinet

IBM Power

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