IIS RTS Triage Technician -- 2nd Shift

Jabil•Austin, TX

About The Position

At Jabil (NYSE: JBL), we are proud to be a trusted partner for the world's top brands, offering comprehensive engineering, supply chain, and manufacturing solutions. With 60 years of experience across industries and a vast network of over 100 sites worldwide, Jabil combines global reach with local expertise to deliver both scalable and customized solutions. Our commitment extends beyond business success as we strive to build sustainable processes that minimize environmental impact and foster vibrant and diverse communities around the globe. 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 early‑career 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.

Requirements

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

Nice To Haves

Familiarity with ticketing systems or Helpdesk Software is a plus
CompTIA ITF+, A+, or equivalent entry-level certification is preferred but not required

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