Triage Technician

Lightedge; Des Moines (IA); On-site; USD 42,000 - 60,000; Full time

Job summary

Lightedge is seeking a Triage Technician to be the first point of contact for client technical issues and requests. You will engage customers via phone and ticketing systems to categorize incidents and route escalations to the right technical resource.

You will monitor alerts across diverse platforms (Windows/Linux servers, AWS, VMware, Fortinet, and more) and document communications professionally. A High School Diploma and strong communication skills are required, with teamwork and urgency

Qualifications

• Requires high school diploma or equivalent and a strong customer-service mindset.
• Must possess excellent written and verbal communication skills and ability to prioritize.
• A superior sense of urgency and focus on customer sentiment is required.
• Teamwork and collaboration are essential to success in this role.
• Ability to understand and execute documented escalation procedures.

Responsibilities

• Serve as the initial contact for clients with technical issues and requests.
• Identify incident category and route escalations to appropriate resource or team.
• Monitor, report, and triage alerts across multiple platforms.
• Monitor a wide range of systems including backup jobs, Windows Server, Linux, AWS, VMware, IBM Power and Fortinet devices.
• Ensure customer cases are linked to major incidents when applicable.
• Document all customer communications accurately and professionally.
• Follow escalation procedures to platform engineers.
• Perform other duties as assigned.

Skills

Empathetic service

Strong communication

Teamwork

Problem solving

Prioritization

Sense of urgency

Escalation procedures

Education

High School Diploma

Tools

ServiceNow

ITSM

Zabbix

ScienceLogic

Nagios

AWS

Azure

VMware

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 proceduresBasic 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