LightEdge Solutions

Support Technician

LightEdge Solutions

full-time

Posted on:

Origin:  • 🇺🇸 United States • Kansas, Missouri

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Job Level

Mid-LevelSenior

Tech Stack

ApacheCloudDNSFirewallsLinuxMySQLServiceNowUnixVMware

About the role

  • Initial administration and troubleshooting for inbound customer requests and issues for Lightedge managed services and internal IT infrastructure
  • Cross-functional role across virtualization, backup and recovery, network and firewall, and storage platforms
  • Follow and respond to Triage team issue and request assignment and escalation within Service Level Agreements (SLA)
  • Engage with customers via phone, in person, virtual meetings, customer portal, and ServiceNow to resolve issues and requests
  • Install hardware upgrades and parts replacements into existing equipment
  • Support complex customer environments using a variety of IT cloud infrastructure platforms and technologies
  • Perform Network, Operating System, SAN/Storage, Backup, Firewall, DNS, Hardware, Server, and Virtual Machine support and management tasks
  • Create and update internal and customer-facing documentation
  • Accurately document all communication and escalate to other teams per procedure while maintaining SLAs
  • Partner with Training for technician and engineer training program recommendations
  • Provide after-hours support as part of an operations on-call rotation

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.