Serve as the initial contact for clients with technical issues and requests
Engage with customers by phone and ticketing to identify incident category and route to the right team
Monitor, report, and triage alerts for customers and internal environments
Monitor diverse systems including Backup, Windows Server, Linux, AWS, VMware, IBM Power, Fortinet
Ensure related customer cases are associated with major incidents
Accurately and professionally document all communication with customers

🎯 Requirements

High School Diploma or equivalent
Empathetic customer service mindset and attitude
Excellent written and verbal communication skills
Enjoys teamwork and collaboration
Must have excellent problem-solving skills and the ability to prioritize
ServiceNow and ITSM experience

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