LightEdge Solutions

Support Engineer

LightEdge Solutions

full-time

Posted on:

Location Type: Hybrid

Location: Des Moines • Iowa • Kansas • United States

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Tech Stack

AnsibleCloudFirewallsLinuxServiceNowSwitchingTerraformUnixVMware

About the role

  • Act as a technical leader within the Operations Support team
  • Receive and work escalations from Support Team members and provide timely and effective resolutions within SLAs
  • Support Premier level customers following designated procedures and priorities
  • Solve complex customer issues involving Network Routing and Switching, Network Security and Firewall, Virtualization, Storage, and Backup and Disaster Recovery
  • Collaborate with Platform Engineers for advanced troubleshooting, issue resolution, and root cause analysis
  • Engage with Operations Leaders to improve operational processes, driving efficiency and productivity
  • Lead by example by updating internal documentation of procedures, solutions to common problems, and customer-facing support materials
  • Partner with our internal Educational Services team in recommending additions or modifications to existing technician training programs
  • Participate in knowledge-sharing activities
  • Partner with Platform Owners, Product Directors, and Key Stakeholders to improve products, operational processes, and complete projects
  • Provide after-hours support as part of an operations on-call rotation to maintain high availability of services
  • Able to use AI (ChatGPT and Copilot) to improve efficiency and quality of work
  • Maintain continued education and certifications
  • Work in ServiceNow to support internal and external customers

Requirements

  • 5 Years of cross platform support experience with at least 3 years of that experience in a Cloud Provider or Managed Service Provider (MSP) environment
  • Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience
  • Strong experience with Cisco routers and switches
  • Basic understanding of Linux/Unix and Windows operating systems
  • Familiarity with cloud orchestration and automation tools (Ansible, Terraform, etc.) is good to have
  • Proficiency in configuring and maintaining Backup Software (Veeam and Commvault) and Disaster Recovery solutions (Zerto and VCDA)
  • Extensive experience in managing Private Cloud virtualization environments, particularly VMware
  • Intermediate knowledge of storage solutions, with a preference for experience (Pure, IBM, and NetApp)
  • Advanced knowledge of configuration and maintenance of firewalls (FortiGate and Palo Alto)
  • Possess an intermediate understanding of networking principles
  • Proficiency in interpreting network diagrams and layouts
  • Cisco certifications preferred but not required; CCNP, CCIP, CCIE
Benefits
  • Professional development
  • After-hours support
  • Knowledge-sharing activities
  • Opportunities for continued education and certifications
Applicant Tracking System Keywords

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

Hard Skills & Tools
Network RoutingNetwork SwitchingNetwork SecurityFirewall ConfigurationVirtualizationStorage SolutionsBackup and Disaster RecoveryLinux/UnixWindows Operating SystemsCloud Orchestration
Soft Skills
Technical LeadershipProblem SolvingCollaborationProcess ImprovementDocumentationKnowledge SharingCustomer SupportCommunicationEfficiencyProductivity
Certifications
Cisco CertificationsCCNPCCIPCCIE