Be the first responder for inbound customer requests and system alerts via ticket queue and phone
Route escalations to appropriate technical resources
Proactively monitor and triage alerts across multiple platforms
Monitor a wide range of systems including Backup jobs, Windows Server, Linux, AWS, VMware, IBM
Document customer communication accurately and professionally
Follow escalation procedures to platform engineers

🎯 Requirements

High School Diploma or equivalent
Empathetic customer service mindset with strong urgency and customer focus
Excellent written and verbal communication skills
Team player with ability to prioritize and solve problems
Ability to understand and implement documented escalation procedures
Basic understanding of managed IT services infrastructure (servers, storage, network

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