Senior Manager, Technical Support
BD
Support Technician
LightEdge Solutions
full-time
Posted on:
Location Type: Hybrid
Location: Austin • Texas • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
ApacheCloudDNSFirewallsLinuxMySQLServiceNowUnixVMware
About the role
- 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
- IBMi, Windows, Unix, and/or Linux server Operating Systems (intermediate knowledge)
- IBM operations for scheduled jobs and tasks (intermediate knowledge)
- Virtualization technologies (VMware, Nutanix AHV, HyperV) (intermediate knowledge)
- Server hardware (Dell, HPE, Lenovo, etc) (intermediate knowledge)
- LAN/WAN Networks (Cisco, Juniper, Arista, etc) (intermediate knowledge)
- Firewalls (Palo Alto, Fortigate, Cisco ASA, etc) (intermediate knowledge)
- Web services (Apache, IIS, etc) (intermediate knowledge)
- Databases (MySQL, MSSQL, Mongo, etc) (intermediate knowledge)
- IPSEC and SSL VPN (intermediate knowledge)
- Load Balancers (F5, NSX, etc) (intermediate knowledge)
- 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
technical supportsystem administrationnetworkingIBMiWindowsUnixLinuxvirtualization technologiesLAN/WAN networksfirewalls
Soft skills
written communicationverbal communicationproblem solvingcustomer serviceprioritizationcomprehensionexecution under pressure
