Serve as initial contact for clients with technical issues and requests.
Engage customers by phone and via ticketing to categorize incidents and route escalations.
Monitor, report, and triage alerts for customers and internal systems across platforms.
Monitor systems including Windows Server, Linux, AWS, VMware, IBM Power, Fortinet and follow defined processes.
Associate related cases with major incidents.
Document all customer communications accurately.

🎯 Requirements

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

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