Triage Technician - First-Response IT Support

Lightedge; Des Moines (IA); On-site; USD 42,000 - 66,000; Full time

Job summary

Lightedge is seeking a Triage Technician to be the first point of contact for client requests and system alerts. You will route escalations to the right technical resources and document all communications.

Responsibilities include monitoring a variety of systems (Windows Server, Linux, AWS, VMware, Fortinet networks), engaging with customers by phone and ticket, and following escalation procedures to platform engineers. HS diploma and strong communication are essential.

Qualifications

• High School Diploma or equivalent required.
• Empathetic customer service mindset.
• Excellent written and verbal communication skills.
• Ability to prioritize and solve problems.
• Familiarity with IT infrastructure and MSP services.

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, Windows Server, Linux, AWS, VMware, IBM Power, and Networking devices, 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 incident.
• Perform other duties as assigned.

Skills

Empathetic customer service

Excellent communication

Teamwork and collaboration

Problem-solving

Prioritization

Escalation procedures

Attention to detail

Education

High School Diploma or equivalent

Basic MSP infrastructure knowledge

Tools

ServiceNow ITSM

Monitoring Tools

Cloud Technologies

IBM Power Technologies

Job description

Lightedge is seeking a Triage Technician to be the first point of contact for client requests and system alerts. You will route escalations to the right technical resources and document all communications.

Responsibilities include monitoring a variety of systems (Windows Server, Linux, AWS, VMware, Fortinet networks), engaging with customers by phone and ticket, and following escalation procedures to platform engineers. HS diploma and strong communication are essential.