Who we are:
Trusted Tech Team is a leading Microsoft Cloud Solutions Provider (CSP) specializing in Microsoft Cloud services, Microsoft perpetual licensing, and Professional and Security Services for medium and enterprise-sized businesses.
Their robust team of in-house, U.S-based Microsoft architects and engineers are certified in all 6/6 Microsoft Solutions Partner Designations in the Microsoft Cloud Partner Program. Prioritizing a people-centric mission, Trusted Tech Team has transformed the software licensing experience, giving IT professionals complete confidence in the success of their business.
Featured on Forbes, CIO Review, Spiceworks, and other publications, we have become one of the fastest-growing companies in the U.S., Canada, and the UK.
Overview:
The Triage Engineer (Jr. CSE) is a “Level 1” support role that will provide the first response to all incoming requests and is responsible for the intake, processing, and routing of all incoming client requests (requests are submitted via phone, e-mail, or portal form). The Triage Engineer ensures that all requests submitted via the previously outlined methods are fully documented, contain the proper and necessary information required to process the request, and are converted into a ticket in our ticketing system (Zoho Desk) for assignment to the Cloud Support and Account Services teams. The Triage Engineer may also engage in ticket system improvement activities, updating documentation, and creating or improving scripts and canned responses to aid in the daily operations of this role.
Responsibilities:
- Acts as the first point of contact for all incoming client requests (phone, email, and portal).
- Grooms all tickets prior to assignment, ensuring that tickets contain all necessary information.
- Assign tickets to the appropriate team/agent.
- Engages in ticket system improvement activities and updates documentation as necessary.
- Processes incoming requests in a timely manner.
- Tracks and provides status updates on Microsoft Premier Support Tickets.
- Performs reporting functions.
Required Skills & Qualifications (must-haves):
- High school diploma or GED required (bachelor's degree is preferred).
- General Knowledge of Microsoft 365 and Azure ecosystems.
- Relevant certifications (MS-900 Certification: Microsoft 365 Fundamentals is highly preferred).
- Experience with Ticket Systems (i.e., Zoho Desk, Chargebee, etc.).
- Experience working in a customer-facing role.
- Must be punctual and dependable.
Preferred Skills & Qualifications (nice-to-haves):
- Effective communication over phone, email, and portal interactions.
- Accuracy in documenting requests and creating tickets in the system.
- Ability to adjust to evolving processes and systems.
- Basic troubleshooting and problem-solving skills to identify and address issues efficiently.
Working Environment:
- In-office role: Monday – Thursday (WFH on Fridays)
- Department Hours: 6 am – 3 pm OR 7 am – 4 pm
Benefits:
100% HMO Healthcare Coverage
Vision and Dental Insurance
401(k) plan with a 4% match by TTT
Employee Assistance Program (EAP)
PTO+ sick pay + paid holidays
Paid Parental Leave
Estimated salary range: $50K - $60K (*DOE + relevant certifications)
Help Desk Technician 1, Technical Support Coordinator, Customer Support Specialist, Customer Support Engineer, Support Desk Technician, Intake Specialist, Level 1 Support Specialist, Customer Service Technician
**Trusted Tech Team is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, age, national origin, veteran status, disability, sexual orientation/gender identity, or any other characteristic protected by applicable law.**