As a Triage Technician at Jabil Inc., you will be the initial point of contact for incoming support requests related to server hardware and infrastructure.
This role focuses on intake accuracy, documentation quality, and adherence to established processes. The Triage Technician will be responsible for basic technical troubleshooting and operate under close supervision while learning core tools, workflows, and support standards.
This is a technical triage role for earlycareer candidates who have invested in infrastructure fundamentals. You will focus on precise intake, initial troubleshooting, and consistent execution of runbooks, then route issues to the appropriate L1/L2 server support team based on defined escalation criteria.
Job Responsibilities
Job Responsibilities
- Receive and log incoming support requests through Helpdesk Software and approved intake channels
- Perform initial ticket intake and accurately document reported issues and symptoms
- Gather required basic data using standardized intake scripts, checklists, and templates
- Assign incident severity and priority based on documented impact and escalation criteria
- Escalate tickets to the appropriate L1/L2 server support queue according to documented criteria, ensuring a complete and actionable handoff
- Validate ticket completeness, clarity, and accuracy prior to escalation
- Document all support interactions, actions taken, and handoff details in the ticketing system
- Adhere to established service level agreements (SLAs) for triage, and basic responses
- Follow documented processes, workflows, and decision trees without deviation
- Participate in onboarding, training, and continuous learning related to support tools and processes
Required Skills & Qualifications
Job Qualifications
- High School Diploma or equivalent
- Foundational education or coursework in IT infrastructure or data center technologies, including servers, networking, storage, and/or data center operations. Formal experience in a triage or support role is not required; however, candidates must demonstrate baseline technical understanding through coursework, certifications, training programs, or equivalent learning.
- Basic understanding of data center environments, including how common components such as servers, network switches, storage systems, and power/cooling infrastructure interact within an enterprise environment.
- Demonstrated technical aptitude and curiosity, evidenced through academic programs, technical certifications, labs, self‑study, internships, or related hands‑on learning experiences.
- Ability to understand and follow technical documentation, including runbooks, troubleshooting workflows, and decision trees, and to accurately gather and document technical information for escalation.
- Strong problem‑solving skills with the ability to triage issues, identify likely causes, and determine next steps using structured processes. Excellent verbal and written communication skills.
- Ability to work effectively in a fast-paced, team-oriented support environment
- Familiarity with ticketing systems or Helpdesk Software is a plus
- CompTIA ITF+, A+, or equivalent entry-level certification is preferred but not required