Triage Technician

Lightedge; Des Moines, Northern (IA, KY); Hybrid; USD 40,000 - 56,000; Full time

Job summary

Lightedge seeks a Triage Technician to be the first point of contact for customers with technical issues. You will work via phone and ticketing systems to classify incidents and route them to the appropriate engineers, while proactively monitoring alerts across multi-platform environments.

You will document communications clearly, follow escalation procedures, and collaborate with multiple departments to ensure swift problem resolution and high customer satisfaction.

Qualifications

• High school diploma or equivalent required.
• 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.
• Ability to comprehend and execute documented escalation procedures.
• Basic understanding of MSP infrastructure and services (servers, storage, network, virtualization, recovery).

Responsibilities

• Serve as the initial point of contact for clients with technical issues and requests.
• Engage with customers by phone and ticketing system to identify incident category and route escalations.
• Monitor, report, and triage alerts for customers and internal environments.
• Support a variety of systems including Windows Server, Linux, AWS, VMware, networking devices, and backups.
• Ensure customer cases are linked to major incidents and documented thoroughly.
• Follow escalation procedures to platform engineers.
• Perform other duties as assigned.

Skills

Empathetic customer service

Urgency and customer sentiment

Excellent communication

Teamwork and collaboration

Problem solving

Prioritization

Escalation procedures

IT infrastructure basics

Education

High School Diploma

Tools

ServiceNow

ITSM

Zabbix

ScienceLogic

Nagios

AWS

Azure

Nutanix

VMware

IBM Power (IBM i)

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

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.