Serve as the initial point of contact for clients with technical issues
Answer calls and tickets to identify incident category and route escalations
Monitor, report, and triage alerts across platforms
Support systems including Backup, Windows Server, Linux, AWS, VMware, IBM Power, Fortinet
Link customer cases to major incidents
Document all customer communications accurately
Follow escalation procedures to platform engineers
Perform other duties as assigned

🎯 Requirements

High School Diploma or equivalent
Empathetic customer service mindset and urgency
Excellent written and verbal communication
Team player who enjoys collaboration
Problem solving, prioritization, and escalation procedures
Basic MSP infrastructure knowledge: servers, storage, network, virtualization

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