Support Technician

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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!

• 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
• 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

• 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: IBMi, Windows, Unix, and/or Linux server Operating Systems
• Intermediate knowledge supporting and administering IBM operations for scheduled jobs and tasks
• Intermediate knowledge supporting and administering virtualization technologies (VMware, Nutanix AHV, or Hyper
  
  V)
• Intermediate knowledge supporting and administering server hardware (Dell, HPE, Lenovo, etc)
• Intermediate knowledge supporting and administering LAN/WAN networks (Cisco, Juniper, Arista, etc)
• Intermediate knowledge supporting and administering firewalls (Palo Alto, Fortigate, Cisco ASA, etc)
• Intermediate knowledge supporting and administering web services (Apache, IIS, etc)
• Intermediate knowledge supporting and administering databases (MySQL, MSSQL, Mongo, etc)
• Intermediate knowledge supporting and administering IPSEC and SSL VPN
• Intermediate knowledge supporting and administering 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
• Applicants must be authorized to work in the United States without the need for visa sponsorship now or in the future

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

Des Moines, IA $60,000.00-$80,000.00 1 week ago

• Seniority level:
  Mid‑Senior level
• Employment type:
  
  Full‑time
• Job function:
  Information Technology
• Industries: IT Services and IT Consulting

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