• Triage Support Technician

  • Advanced Business Innovations
    Job Description
    Triage Support Tech

    Advanced Business Innovations (ABI) is a MSP located in Canoga Park, CA. ABI provides computing and telecommunications solutions to small and mid-size businesses throughout Los Angeles County. Over the past 20+ years, the company has achieved strong revenue growth and profitability due to its commitment to providing customers with high-quality solutions and industry-best customer service.

    ABI is looking to add a Triage Support Tech to its growing team. The primary responsibilities of the position will be to triage all incoming help requests. The position offers the opportunity to be a leader in our fast-growing organization and to help shape the future growth and development of ABI.

    • To provide immediate service to clients.
    • Handle incoming support phone calls and email requests.
    • Standardizing tickets
    * Complete details & ticket info
    * Create/Maintain ticket templates for common requests
    • Determine the severity and category of issues and keep updated. Warm transfer tickets to other team members for
    live support or work with the Service Coordinator to schedule support.
    • Support Techs for issues taking longer than 15mins or require a higher skill level.
    • Service Coordinator for tickets that need future scheduling, or all techs are busy and cannot warm transfer
    • Monitor Service Board
    • Remote Maintenance Tickets
    • Monitor Automate Alerts; In office PC preps; ITGlue, Bomgar, Automate Audits & Documentation
    • Route any non-tech requests to the appropriate team members (Sales, accounting etc.)

    ABI is looking for an individual that are people-oriented, motivated and a self-starter. Strong people skills are necessary to provide top-notch service to our customers. Motivation and initiative are critical to achieving success at a small, fast-growing and entrepreneurial business.

    • 1+ years’ experience in Information Technology supporting end users in a Windows or MacOS Environment.
    • Must have strong troubleshooting skills
    • Ability to meet deadlines
    • Ability to provide the customer with outstanding customer care and service at all times
    • Excellent verbal and written communication skills
    • Ability to take detailed notes
    • Ability to work in a fast-paced environment while maintaining flexibility for emergency situations
    • Be able to work occasional night/weekends when required


    Proficient in the following:
    • Microsoft desktop operating systems through Windows 11
    • Microsoft Server operating systems through Server 2022
    • MacOS
    • Microsoft Office application suites through Office 2022
    • Microsoft Exchange through 2022 & Microsoft 365
    • Basic understanding of network and setting up/troubleshooting network issues
    • DSL and Cable Modem installations
    • Routers / Firewall’s (e.g., off the shelf brands, SonicWall, and Watchguard)

    • Dispatching / Scheduling using a ticketing and time tracking system such as ConnectWise Manage
    • Experience in IP based phone systems
    • Help Desk/Call Center experience

    The following certifications are a plus but are not required:
    • A+

    • Pay: Hourly ($28-$30) + benefits, bonuses, and incentives
    • Position: Full Time (employee)
    • Remote work possible after on-site training. TBD.

    No phone calls

    Local Applicants ONLY
    Location: CANOGA PARK, CA
    Compensation: DOE, plus health benefits, 401K after probationary period
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