Triage Technician

A managed IT service provider seeks a Triage Technician to serve as the first point of contact for inbound customer requests and system alerts. The role involves triaging technical incidents, routing escalations to appropriate teams, and monitoring diverse infrastructure platforms including Linux, AWS, VMware, and networking devices.

• Serve as initial point of contact for customers experiencing technical issues via phone and ticketing systems
• Identify incident categories and route escalations to appropriate technical resources or teams
• Proactively monitor, report, and triage alerts for customers and internal environments across multiple platforms including Backup jobs, Windows Server, Linux, AWS, VMware, IBM Power, and Fortinet networking devices
• Execute defined processes for each monitored platform and associate related customer cases with major incidents
• Document all customer communication accurately and follow proper escalation procedures to platform engineers

• High School Diploma or equivalent
• Empathetic customer service mindset with superior sense of urgency and customer sentiment awareness
• Excellent written and verbal communication skills
• Excellent problem-solving skills and ability to prioritize
• Basic understanding of managed IT service provider infrastructure including servers, storage, network, and virtualization
• Service Now and ITSM experience
• Experience with monitoring tools such as Zabbix, Science Logic, or Nagios

• Cloud Technologies experience including AWS, Azure, Nutanix, or VMware
• IBM Power Technologies knowledge including IBM i and AIX
• Linux system administration experience