LightEdge Solutions

Support Technician

LightEdge Solutions

full-time

Posted on:

Origin:  • 🇺🇸 United States • Iowa

Visit company website
✨ AI Apply
Manual Apply

Job Level

Mid-LevelSenior

Tech Stack

ApacheCloudDNSFirewallsLinuxMySQLServiceNowUnixVMware

About the role

  • Responsible for initial administration and troubleshooting for inbound customer requests and issues for Lightedge managed services and internal IT infrastructure
  • Cross functional role across multiple infrastructure platforms for virtualization, backup and recovery, network and firewall, and storage
  • 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
  • Create and update internal documentation of procedures, solutions to common problems, and customer-facing support materials
  • Accurately document all communication with customers within SLAs and escalate per procedure
  • Partner with Training department to recommend additions/modifications to technician and engineer training
  • 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.