LightEdge Solutions

Support Technician

LightEdge Solutions

full-time

Posted on:

Location Type: Hybrid

Location: Des Moines • Iowa • 🇺🇸 United States

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Job Level

Mid-LevelSenior

Tech Stack

ApacheCloudDNSFirewallsLinuxMySQLServiceNowUnixVMware

About the role

  • 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.
  • 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, SANStorage, 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

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
  • 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, MSSQL, 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
  • Applicants must be authorized to work in the United States without the need for visa sponsorship now or in the future.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
system administrationnetworkingIBMiWindowsUnixLinuxVMwareNutanix AHVHyperVfirewall management
Soft skills
written communicationverbal communicationproblem solvingcustomer serviceprioritizationexecution under pressure