Serve as first contact for clients with technical issues.
Interact with customers via phone and tickets to classify incidents and route escalations.
Monitor, report, and triage alerts for customers and internal environments.
Monitor diverse systems (Backup, Windows, Linux, AWS, VMware, Fortinet) and follow processes.
Associate customer cases with major incidents.
Follow escalation procedures to platform engineers.

🎯 Requirements

High School Diploma or equivalent.
Empathetic customer service mindset.
Strong sense of urgency and customer focus.
Excellent written and verbal communication.
ServiceNow and ITSM experience.
US work authorization; basic MSP infra knowledge; follow escalation procedures.

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