Technical Support Specialist

LCO is a highly regarded hosting and cloud services provider looking for a full‑time Technical Support Specialist to join our fast‑paced & high‑tech work environment. At LCO, we’re focused on providing leading-edge cloud solutions and superior customer support for small and mid‑sized businesses. We offer a wide range of benefits and opportunities for advancement, along with a collaborative work environment that promotes interaction and camaraderie among all team members.

• Provide an exceptional customer support experience for our clients
• First-level triage and resolution of client support requests via phone, email, and ticketing system
• Foundational support for Windows and Linux hosted environments, web servers, applications, and end-users
• Assist in the support and administration of Citrix Xen App/Xen Desktop server farm
• Assist in the support and administration of Veeam backup & disaster recovery solution offerings
• Assist senior team members with systems administration duties within LCO data centers utilizing our Open Stack management platform
• Thorough documentation of issues, resolutions, and procedures in Connect Wise Manage

• Ability to use critical thinking and apply to problem‑solving skills
• Exceptional customer service and interpersonal skills are a must
• Foundational competency with SMTP, DNS, and TCP/IP
• Foundational knowledge of MS Windows Server and Active Directory
• Foundational understanding of virtualization concepts (VMware ESX, Hyper‑V, or equivalent)
• Basic LAN/WAN knowledge and troubleshooting capabilities
• Must be a quick learner with a desire to work in a team‑oriented environment

• Citrix Xen App/Xen Desktop or similar remote compute technologies
• Power Shell or other scripting experience a plus
• Veeam Backup Software
• Connect Wise Manage or equivalent PSA/ticketing platform
• AWS and/or Azure competency a plus

• Focus of study in Information Systems is an asset
• Minimum 2 years in the IT industry; internship and co‑op experience considered
• Excellent written and verbal communication skills
• Excellent time management skills and proven ability to multi‑task competing priorities
• A sense of urgency for task completion and customer satisfaction are a must

• Team members must share our common set of core values:
  Trust, Expertise, and Vision
• We have a strong sense of urgency and work with intensity. We want our clients to be served at the highest level as soon as possible.
• We believe that the employee/employer relationship is a two-way street based on give and take. With that comes mutual respect and flexibility on both sides.
• We believe that everyone should have a voice and a seat at the table. Your ideas are welcome here.
• We believe that happy Employees lead to happy Customers.
• We operate in a team environment, while also demonstrating the ability to take initiative on your own and be a self-starter.
• We believe that a strong work ethic, a drive for continuous improvement, and the ability to share a good laugh each day with your co‑workers are key ingredients for a successful team.