What are the responsibilities and job description for the Triage Technician position at Verve IT?
Are you looking for a career in IT, but just getting started? Have you built your own computer, are you the one your family and friends call to help with technical issues, or perhaps you're starting to take some IT classes? Our Triage Technicians play a key role in our service delivery. We don't need a lot of existing skills or experience for this position, just folks with a deep love for technology, strong technical aptitude, good work ethic, and, above all, a desire to work with great people to accomplish a common goal.
Description
This is an entry-level position intended for candidates pursuing a career in the IT field. This position is focused on ensuring that our customers' issues are being identified, prioritized, and actioned properly. This is not a problem-solving position, but the expectation is that your skills and knowledge during your time in this position will grow into a Level 1 / Helpdesk Technician role.
Primary Responsibilities
- Identify and review all service requests and operational alerts
- Categorize and prioritize issues according to established triage policy
- Ensure tickets meet established standards
- Assign, track, and escalate issues according to established Service Level Agreements (SLAs)
- Alert management of issues at risk of violating SLAs
- Provide backup phone and responsive care coverage as needed
- Review resolved tickets for ticket standards and quality control. Escalate as necessary.
- Preserve and grow your knowledge of help desk systems, products, and services
Requirements
- Strong organizational and communication skills
- Strong technical aptitude
- Strong customer service orientation
- Proficiency in English
- Entry-level knowledge of IT concepts and technologies