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
