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Lightedge · 16 hours ago

Triage Technician

Des Moines, IA

Full-time

Onsite

New Grad, Entry Level

Lightedge is seeking a Triage Technician who will be the first responder for inbound customer requests and system alerts. The role involves engaging with customers, routing escalations, and monitoring various systems to ensure outstanding customer experience.

Cloud ManagementInformation TechnologyInternetWireless

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

Qualification

Customer service mindsetServiceNow experienceProblem-solving skillsMonitoring ToolsCloud TechnologiesIBM Power TechnologiesFollow proceduresCommunication skillsTeamworkCollaboration