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Support Technician
LightEdge SolutionsSupport Technician responsible for troubleshooting inbound customer requests for Lightedge managed services. Engaging with customers to resolve issues across various IT infrastructure platforms.
Tech Stack
Tools & technologiesApacheCloudDNSFirewallsLinuxMySQLServiceNowSQLUnixVMware
About the role
Key responsibilities & impact- Responsible for the initial administration and troubleshooting for inbound customer requests and issues for Lightedge managed services and internal IT infrastructure
- 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
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- After-hours support as part of an operations on-call rotation to maintain high availability of services
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
system administrationnetworkingIBM iWindowsUnixLinuxVMwareNutanix AHVHyperVLAN/WAN
Soft Skills
written communicationverbal communicationproblem solvingcustomer serviceprioritizationdocumentationescalation procedureslifelong learning