Triage Technician

📋 Description

• Be the first responder for inbound customer requests and system alerts via ticket queue and phone
• Route escalations to appropriate technical resources
• Proactively monitor and triage alerts across multiple platforms
• Monitor a wide range of systems including Backup jobs, Windows Server, Linux, AWS, VMware, IBM
• Document customer communication accurately and professionally
• Follow escalation procedures to platform engineers

🎯 Requirements

• High School Diploma or equivalent
• Empathetic customer service mindset with strong urgency and customer focus
• Excellent written and verbal communication skills
• Team player with ability to prioritize and solve problems
• Ability to understand and implement documented escalation procedures
• Basic understanding of managed IT services infrastructure (servers, storage, network