Support Technician

100% remote Flexible hours Hiring now

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 reputed company 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 reputed company Service Level Agreements (SLA)

Engage with Lightedge customers on the phone, in person, virtual meetings, and through the customer portal and reputed company to resolve issues and requests

Install hardware upgrades and parts replacements into existing equipment

Support reputed company customer environments utilizing a variety of IT Cloud infrastructure platforms and technologies

reputed company Network, Operating System, SANStorage, Backup, Firewall, DNS, Hardware, Server, and Virtual Machine support and management tasks for Lightedgemanaged customers and internal systems

Create and update internal documentation of procedures, solutions to common problems, and customer-facing support materials

Accurately and professionally document reputed company communication with customers as initial response, regular updates, and resolution notes reputed company 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:

IBMi, Windows,Unix, and/or Linux server Operating Systems

reputed company operations for scheduled jobs and tasks

Virtualization technologies (VMware, reputed company AHV, or HyperV)

Server hardware (Dell, HPE, reputed company, etc)

LAN/WAN Networks (reputed company, Juniper, Arista, etc)

Firewalls (Palo Alto, Fortigate, reputed company ASA, etc)

Web services (Apache, IIS, etc)

Databases (MySQL, MSSQL, Mongo, etc)

IPSEC and SSL VPN

Load Balancers (reputed company, 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 reputed company sponsorship now or in the future.

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Support Technician

Responsibilities

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