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Support Technician
LightEdge SolutionsSupport Technician managing inbound customer requests for Lightedge managed services. Responsible for troubleshooting issues across various IT infrastructure platforms and ensuring customer satisfaction.
Tech Stack
Tools & technologiesApacheCloudDNSFirewallsLinuxMySQLServiceNowSQLUnixVMware
About the role
Key responsibilities & impact- 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, SAN Storage, 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
- Maintain Data Center facility access for Lightedge employees and customers following the defined processes
- 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
What you’ll need- 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:
- IBM i, 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, MS SQL, 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
Benefits
Comp & perks- 🌐 Worldwide ❌ Jobs You've Hidden ⭐️ Saved Jobs ✅ Applied Jobs ✉️ Email Alerts 👤 Account LightEdge Solutions Website LinkedIn All Job Openings 51 - 200 employees Founded 1998 ☁️ SaaS 🏢 Enterprise 🔐 Security 💰 $5M Private Equity Round on 2004-04 SaaS
- Enterprise
- Security LightEdge Solutions is a technology company specializing in highly secure cloud, colocation, connectivity, and managed services. With over 30 years of experience, LightEdge helps businesses optimize their IT infrastructure by offering advanced solutions like cloud storage, backup-as-a-service, and disaster recovery. The company is dedicated to providing secure and compliant platforms that protect data, support hybrid and multi-cloud journeys, and improve operational efficiencies for their clients. LightEdge's data centers and expert engineering support deliver 24/7 uptime and robust cybersecurity to ensure continuous business operations. Support Technician 🔥 0 minutes ago 🏢🏡 Des Moines – Hybrid ⏰ Full Time 🟡 Mid-level 🟠 Senior 📞 Support Engineer Apache Cloud DNS Firewalls Linux MySQL ServiceNow SQL Unix VMware Apply Now Find Hiring Managers Customize resume + cover letter Report problem ☆ Save ☑️ Mark as applied ❌ Hide 📋 Description
- 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, SAN Storage, 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
- Maintain Data Center facility access for Lightedge employees and customers following the defined processes
- 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
- Intermediate knowledge supporting and administering in some of these areas:
- IBM i, 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, MS SQL, 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 Apply Now 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score 🌐 Worldwide Built by Lior Neu-ner. I'd love to hear your feedback — Get in touch via DM or support@remoterocketship.com Search Search Jobs by country Search jobs by city Search jobs by job title Search entry-level jobs Search junior-level jobs Search senior-level jobs Search jobs by tech stack Search jobs by contract type Search remote internships Search remote part-time jobs Remote jobs Anywhere in the World Companies Hiring Anywhere in the World Companies Hiring Sales People Anywhere in the World Companies Hiring Software Engineers Anywhere in the World Resources Advice Tips for finding remote jobs Interview questions and answers Resume examples Cover letter examples Post a job Affiliates Privacy policy Terms of service Job board SEO course AI Apply Copilot OpenClaw job finder Jobs by Country Remote jobs anywhere in the world (Worldwide remote jobs) Remote jobs United States Remote jobs Australia Remote jobs Brazil Remote jobs Canada Remote jobs France Remote jobs Ireland Remote jobs Germany Remote jobs Netherlands Remote jobs Spain Remote jobs UK Popular Jobs Remote data analyst jobs Remote customer support jobs Remote executive assistant jobs Remote marketing jobs Remote product designer jobs Remote product manager jobs Remote project manager jobs Remote recruiter jobs Remote sales jobs Remote software engineer jobs Jobs by Type Remote full-time jobs Remote part-time jobs Remote contract jobs Remote internship jobs Remote entry-level jobs Remote jobs with no experience required Remote junior jobs (1-3 years of experience) Digital nomad jobs Remote jobs with no degree required Freelance remote jobs Temporary remote jobs Remote jobs hiring now Stay at home mom jobs
ATS Keywords
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Hard Skills & Tools
system administrationnetworkingIBM iWindowsUnixLinuxVMwareNutanix AHVHyperVLAN/WAN Networks
Soft Skills
written communicationverbal communicationproblem solvingcustomer serviceprioritizationability to execute under pressure