The Support Technician is responsible for the initial administration and troubleshooting for inbound customer requests and issues for Lightedge managed services and internal IT infrastructure supporting those services. This is a cross functional role across multiple infrastructure platforms for virtualization, backup and recovery, network and firewall, and storage. The ideal candidate is motivated and possesses an unwavering passion for outstanding customer experience. This position reports to the Triage and Support Supervisor and works closely with all departments.
If you are someone who wants to join a rapidly growing team and impact change, while constantly expanding your technical knowledge, aptitude, and exposure, this is a fantastic opportunity for you!
Responsibilities
Follow and respond to Triage team issue and request assignment and escalation closely within Service Level Agreements (SLA)
Engage with Lightedge customers on the phone, in person, virtual meetings, and through the customer portal and ServiceNow to resolve issues and requests
Install hardware upgrades and parts replacements into existing equipment
Support complex customer environments utilizing a variety of IT Cloud infrastructure platforms and technologies
Perform Network, Operating System, SAN Storage, Backup, Firewall, DNS, Hardware, Server, and Virtual Machine support and management tasks for Lightedge managed customers and internal systems
Create and update internal documentation of procedures, solutions to common problems, and customer-facing support materials
Maintain Data Center facility access for Lightedge employees and customers following the defined processes
Accurately and professionally document all communication with customers as initial response, regular updates, and resolution notes within SLAs
Escalate to other teams per procedure following and maintaining SLAs
Partner with the Lightedge Training department in recommending additions or modifications to existing technician and engineer training programs
Expand and maintain technical knowledge needed to support rapidly changing technical needs of customers. Continue as a lifelong learner through multiple training opportunities
Provide after-hours support as part of an operations on-call rotation to maintain high availability of services
Requirements
3-5 years of experience in a technical support role with a focus on system administration or networking
Intermediate knowledge supporting and administering in some of these areas:
IBM i, Windows, Unix, and/or Linux server Operating Systems
IBM operations for scheduled jobs and tasks
Virtualization technologies (VMware, Nutanix AHV, or HyperV)
Server hardware (Dell, HPE, Lenovo, etc)
LAN/WAN Networks (Cisco, Juniper, Arista, etc)
Firewalls (Palo Alto, Fortigate, Cisco ASA, etc)
Web services (Apache, IIS, etc)
Databases (MySQL, MS SQL, Mongo, etc)
IPSEC and SSL VPN
Load Balancers (F5, NSX, etc)
Excellent written and verbal communication skills
Problem solving skills and the ability to prioritize
Customer service
Possess the ability to comprehend and execute documented escalation procedures under pressure
