Triage Technician

lightedge· Operations
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📍 Austin, Texas

About this role

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

Frequently Asked Questions

Is the salary disclosed for the Triage Technician position at lightedge?
The salary for this Triage Technician role at lightedge is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Triage Technician position at lightedge located?
This Triage Technician role at lightedge is based in Austin, Texas. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Which team or department does the Triage Technician at lightedge belong to?
This Triage Technician position is part of the Operations department at lightedge. See the full job description for more information about the team structure and responsibilities.
How do I apply for the Triage Technician position at lightedge?
Click the "Apply Now" button on this page. You will be redirected to lightedge's official application portal hosted on lever where you can submit your application directly.
When was the Triage Technician job at lightedge posted?
This Triage Technician position at lightedge was posted on Aug 7, 2026. Apply as soon as possible — early applications are often reviewed first.
Triage Technician
lightedge
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