Remote Services Triage Technician
Remote Services Triage Technician
Posted on :
12-04-2025
Employer Active
1 Vacancy
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Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
12-04-2025
Job Description
JOB SUMMARY
The Remote Services Triage Technician will model the Netrio mission vision and values each day functioning as a guide for daily accountabilities and responsibilities. This role is accountable for creating updating and resolving technical service requests from customers and with speed and precision. This role is on the front line for Reactive client requests handling with a high level of accuracy and customer satisfaction.
Reactive ticket work focus of triaging support calls/emails/alerts first call resolution on level 0 and level 1 issues and ongoing collaboration with other members of Netrios technical team when appropriate. Proactive ticket work focuses of performing routine maintenance/monitoring tasks service support tasks and tasks as directed.
KEY RESPONSIBILITIES
The Remote Services Triage Technician will model the Netrio mission vision and values each day functioning as a guide for daily accountabilities and responsibilities. This role is accountable for creating updating and resolving technical service requests from customers and with speed and precision. This role is on the front line for Reactive client requests handling with a high level of accuracy and customer satisfaction.
Reactive ticket work focus of triaging support calls/emails/alerts first call resolution on level 0 and level 1 issues and ongoing collaboration with other members of Netrios technical team when appropriate. Proactive ticket work focuses of performing routine maintenance/monitoring tasks service support tasks and tasks as directed.
KEY RESPONSIBILITIES
- Provide phone support for helpdesk calls.
- Efficiently triage and resolve service requests minimizing errors and reducing time per service request.
- Collaborate with peers and technical staff to ensure firstcall completion.
- Consistently meet remote support response standards on a daytoday basis.
- Ensure customer satisfaction by confirming the resolution of each service request after completion.
- Work with peers and technical staff to facilitate the transition of work to the appropriate team.
- Follow documented procedures and identify gaps in documentation requesting new documentation to bridge any gaps.
- Create service requests when monitoring reveals the need for technical intervention or correction and triage based on severity.
- Deploy and maintain managed service offerings for client networks.
- Proactively maintain client networks remotely in accordance with documented standards.
KEY COMPETENCIES
Customer Focus
Customer Focus
- Provide clear communication and resolution regarding service requests to ensure customer satisfaction.
Collaboration
- Work effectively with peers and technical teams to ensure smooth workflow and issue resolution.
Continuous Improvement
- Identify gaps in documentation and processes to enhance efficiency and service delivery.
Attention to Detail
- Accurately manage and document service requests ensuring proper tracking and resolution.
Time Management
- Efficiently manage multiple service requests while ensuring timely resolutions and meeting performance metrics.
QUALIFICATIONS
Required:
Required:
- Recently completed an IT training program and/or actively pursuing a 2 or 4year degree in an ITrelated field.
- Ability to triage technical support calls in a call center environment.
- Strong customer service skills with the ability to communicate technical information clearly to nontechnical customers.
- Ability to work quickly and accurately with strong attention to detail.
- Ability to follow written procedures and document work thoroughly.
Preferred:
- Experience in technical support or service request management in a remote support environment.
- Familiarity with client network management and monitoring tools.
WORK ENVIRONMENT BENEFITS
Netrio offers a hybrid work environment prioritizing worklife balance continuous learning and a supportive team culture. We invest in our people by providing comprehensive benefits including:
Netrio offers a hybrid work environment prioritizing worklife balance continuous learning and a supportive team culture. We invest in our people by providing comprehensive benefits including:
- Competitive salary and bonus structure.
- Comprehensive benefits package
- Wellness programs and professional development opportunities.
The above statements reflect the general details necessary to describe the principle functions of the occupation described and shall not be construed as a detailed description of all the work requirements that may be inherent in the occupation.
Required Experience:
IC
Employment Type
Full Time
Key Skills
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