Triage Engineer
Job Details
AC8393 West Reading - West Reading, PA
Full Time
4 Year Degree
7:30 -4:30 or 8:00-5:00
Information Technology

Fraser Advanced Information Systems has been named to the PA Best Places to Work list for 2020. Being named as a PA Best Place to work is a very prestigious honor as it is only presented to 100 PA companies, and even more impressive, only 30 medium sized companies, which Fraser is classified. We are very honored to be a part of such an impressive list!


Job Summary

The Triage Engineer is responsible for ticket flow, reporting, process management, and all inbound user service requests. Using technical and operating system knowledge, this position will problem-solve with the highest level of customer support and service. The Triage Engineer will be responsible for communicating directly with Fraser and ImagEze customers that are requesting service regarding issues via phone and email, will assign tickets to the appropriate resources, and manage the escalation process and ticket lifecycle.



  • Route incoming and existing tickets to the appropriate service group and geographic region.
  • Escalate service requests that cannot be scheduled within agreed service levels.
  • Escalate requests to other team members as necessary.
  • Report the utilization of IT Support resources and successful completion of service requests to the Service Desk Manager.
  • To be a point of contact to the customer for all types of service requests.
  • Schedule internal and field technical resources.
  • Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages.
  • Follow up with customers to identify areas of improvement
  • Provide customer feedback to the appropriate internal teams
  • Monitor open service tickets to make sure the team is meeting customer SLA’s.
  • Improve customer service, perception, and satisfaction with fast turnaround of customer requests.
  • Ability to work in a team and communicate effectively.
  • Improve usage and increase productivity of IT support resources by analyzing current and new processes.
  • Responsible for entering time and expenses as they occur.
  • Enter all work as service tickets into the computer system.
  • Establish best practices through the entire technical support process


Education: BS degree in Information Technology or career-related technical certifications required


Experience: 2-5 working in a related position

Technical Skills: 

  • Technical computer and operating system knowledge, including network and server administration.
  • Understanding of support tools, techniques, and how technology is used to provide IT services, including SLAs, Connectwise, Kaseya, etc.
  • Technical awareness: ability to match resources to technical issues appropriately.
  • Service awareness of all organization’s key IT services for which support is being provided.


Profession Skills:

  • Strong client-facing communication skills – both written and verbal
  • Excellent customer service skills and professionalism with both internal and external customers
  • Effectively and efficiently carry out written and verbal job-related instructions, with or without supervision
  • Exercise sound judgment when evaluating situations, when offering positive suggestions, and when making decisions
  • Respond to inquiries and/or complaints in a timely and professional manner
  • Work under pressure typically associated with this type of position
  • Ability to follow up and close the loop with both internal and external customers
  • Professional appearance and presentation



  • Competitive compensation
  • Company incentives and promotions
  • Professional environment with opportunities for advancement based on performance
  • Outstanding training program with industry leaders
  • Comprehensive benefits package which includes medical, dental, vision, life and disability, vacation, paid holidays, 401k with company match, and expense reimbursement

We welcome the opportunity to discuss what the next successful years in your career could look like here at Fraser!