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.

Applicants must be authorized to work in the United States without the need for visa sponsorship now or in the future.

### Preferred Skills

ServiceNow and ITSM experience

Monitoring Tools (Zabbix, ScienceLogic, Nagios, etc)

Cloud Technologies (AWS, Azure, Nutanix, VMware, etc.)

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