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