Job Description Job Description 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)...