locations: Virtual Location**Summary**Responsible for initial communication, documentation and triage of all customer incidents reported to Managed Services NOC. Supports end user service request fulfillment as required.**Essential Duties and Responsibilities*** Responds and solves customer issues utilizing technology tools, procedures, and training.* Utilizes Service Now ticketing system for detailed documentation of incident troubleshooting and service request fulfillment.* Escalates issues in accordance with escalation procedures.* Communicates frequently with customers, hardware/software vendors and other support level tiers within Logicalis.* May create technical and process documentation for trouble shooting purposes.* Understands Information Technology Infrastructure Library (ITIL) and follows predefined ITIL incident, problem and change management processes in place for each customer when working to resolve customer requests or outages.* Maintains current knowledge of core s...