Support Technician

Requirements

• The ideal candidate is motivated and possesses an unwavering passion for outstanding customer experience
• 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!
• 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 Hyper
  
  V)
• 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

• 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
• This position reports to the Triage and Support Supervisor and works closely with all departments
• 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 Service Now 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