IT Technical Analyst – Power Supply
DTE Energy
iOS
Support Technician
LightEdge Solutions
full-time
Posted on:
Location Type: Hybrid
Location: Kansas City • Kansas, Missouri, Montana • 🇺🇸 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 and continue learning 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 IBMi, Windows, Unix, and/or Linux server Operating Systems
- Knowledge of IBM operations for scheduled jobs and tasks
- Virtualization technologies (VMware, Nutanix AHV, or HyperV)
- Server hardware knowledge (Dell, HPE, Lenovo, etc)
- LAN/WAN networking experience (Cisco, Juniper, Arista, etc)
- Firewall experience (Palo Alto, Fortigate, Cisco ASA, etc)
- Web services experience (Apache, IIS, etc)
- Database experience (MySQL, MSSQL, Mongo, etc)
- IPSEC and SSL VPN experience
- Load balancer experience (F5, NSX, etc)
- Excellent written and verbal communication skills
- Problem solving skills and the ability to prioritize
- Customer service experience
- 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 AHVHyperVLAN/WAN
Soft skills
written communicationverbal communicationproblem solvingcustomer serviceability to prioritizeability to execute under pressure
