Standort
Des Moines, Vereinigte Staaten
Arbeitsort
Vor Ort
Seniorität
Junior
Kategorie
Kundensupport & Customer Success
Sprache
English
Veröffentlicht
5. Juni 2026
Zuletzt geprüft
6. Juni 2026
JobGrid-Kontext
Rollenübersicht von JobGrid
Triage Technician at lightedge in Des Moines, United States, is an on-site Junior role in Customer Support & Success. JobGrid normalizes the posting from the source facts only: the source was posted on 2026-06-05, last checked on 2026-06-06, the original job language is English, and no salary is listed. Candidates are sent to the original public application page through JobGrid with non-personal referral parameters appended.
- Junior Customer Support & Success role in Des Moines, United States, with an on-site workplace.
- The role centers on first-response triage for inbound customer requests and system alerts, then routing escalations to the right technical resource.
- JobGrid presents the posting using structured role facts only and keeps the employer description separate from the generated summary.
- Source freshness is recent: posted on 2026-06-05 and last checked on 2026-06-06; no salary was provided in the source.
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), 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
Education & Experience
- High School Diploma or equivalent
- Empathetic customer service mindset and attitude
- A superior sense of urgency and customer sentiment
- Excellent written and verbal communication skills
- Enjoys teamwork and collaboration
- Must have excellent problem-solving skills and the ability to prioritize
- Possess the ability to comprehend and execute documented escalation procedures
- Basic understanding of managed IT service provider infrastructure and services such as servers, storage, network, virtualization, recovery services.
Preferred Skills
- 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