Triage Engineer

Abstrakt Marketing Group LLC•Chicago, IL

6d•Onsite

About The Position

JMA Consulting is a boutique, security-first managed services provider based in Chicago. We support a select group of clients with white-glove IT and cybersecurity services, combining the personal attention of a small firm with the standards of a much larger one. We believe technology is fundamentally about people, and we hire that belief. We grow deliberately, we turn away work that is not a good fit, and we invest in the people who join us. The Triage Engineer is the first point of contact for our clients' support requests and the person who prepares and deploys the technology those clients rely on. The role has two core functions. The first is triage. You review every incoming support request, understand what the client needs and why it matters to their business, and make sure the request reaches the right engineer quickly, with a warm and professional acknowledgment that tells the client a real person is already on it. The second is device deployment. You build and configure the new computers our clients' employees use, receive and process hardware as it arrives, and manage equipment securely through its full lifecycle. This is a front-line role and a genuine entry point into a technology career. We will teach you technical crafts. What we are looking for first is someone who is exceptional with people.

Requirements

A genuine talent for customer service: warmth, patience under pressure, and ownership of a client's problem from first contact through to resolution.
Clear, professional written and verbal communication.
Strong organizational habits and consistent follow-through.
Sound judgment and comfort deciding with incomplete information.
Careful, accurate record-keeping.
A genuine interest in learning the technical side of IT.
The ability to lift and move computer equipment.
Reliable, on-site availability Monday through Friday, 8:00 AM to 5:00 PM.

Nice To Haves

Prior customer-facing service experience in any field where care and follow-through mattered.
Familiarity with Windows, Microsoft 365, and general computer troubleshooting.
Prior help desk, dispatch, or IT support experience.
Hands-on experience building or configuring computers.
Exposure to IT service management practices.

Responsibilities

Serve as the first point of contact for incoming client support requests.
Review each request, determine its nature and its impact on the client's business, and direct it to the right engineer.
Provide prompt personal acknowledgment on every request so the client knows their issue has been seen and is being acted on.
Set clear expectations for next steps and response times.
Keep requests moving and raise a question quickly rather than letting a request wait when the right path is unclear.
Document your work accurately and completely.
Build and configure new workstations and laptops to company standards, including operating system setup, Microsoft 365 enrollment, security software, and monitoring tools.
Verify that every device is fully configured and protected before it leaves our hands.
Receive, inspect, and inventory incoming hardware.
Prepare outbound devices for shipment and coordinate handoffs with our shipping carrier and local courier service.
Process returned equipment, including secure data wiping to company standards.
Maintain accurate records of devices throughout their lifecycle.