LightEdge Solutions

Triage Technician

Join LightEdge Solutions as a Triage Technician in Austin, TX. Provide first-response support, manage customer requests, and ensure top-notch service.

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Consulting
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Entry Level
ServiceNow Role Type:
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Support Specialist
ServiceNow Modules:
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IT Service Management
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Virtual Agent
ServiceNow Certifications (nice to have):
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Certified Implementation Specialist - IT Service Management

Job description

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Posted on:
 
March 4, 2025

Triage Technician responsible for being the first responder for inbound customer requests and system alerts, routing escalations to technical resources, and ensuring excellent customer experience.

Requirements

  • High School Diploma or equivalent
  • ServiceNow and ITSM experience
  • Monitoring Tools (Zabbix, ScienceLogic, Nagios, etc)
  • Cloud Technologies (AWS, Azure, Nutanix, VMware, etc.)
  • IBM Power Technologies (IBM I and AIX) – IBM i Operations

Benefits

  • 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
  • Ensure related customer cases are associated properly with major incidents

Requirements Summary

High school diploma, empathetic customer service mindset, excellent problem-solving skills, and ability to comprehend and execute documented escalation procedures
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