Triage Technician

About the role

The Triage Technician serves as the first responder for inbound customer requests and system alerts through the ticket queue and phone systems, routing escalations to the appropriate technical resources. 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 monitor a wide variety of customers’ systems, including Backup jobs, Windows Server, Linux, AWS (Amazon Web Services), VMware, IBM Power, and Networking devices (Fortinet) and execute 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.

Requirements

• 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.
• Excellent problem-solving skills and the ability to prioritize.
• Ability to comprehend and execute documented escalation procedures.
• Basic understanding of managed IT service provider infrastructure and services such as servers, storage, network, virtualization, and recovery services.

Skills

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.