Support Technician
LightedgeChaska, MN
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Overview
Schedule
Full-time
Career level
Senior-level
Benefits
Career Development
Job Description
The Support Technician is responsible for the initial administration and troubleshooting for inbound customer requests and issues for Lightedge managed services and internal IT infrastructure supporting those services. This is a cross functional role across multiple infrastructure platforms for virtualization, backup and recovery, network and firewall, and storage. The ideal candidate is motivated and possesses an unwavering passion for outstanding customer experience. This position reports to the Triage and Support Supervisor and works closely with all departments.
If you are someone who wants to join a rapidly growing team and impact change, while constantly expanding your technical knowledge, aptitude, and exposure, this is a fantastic opportunity for you!
Responsibilities
- 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
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FAQs About Support Technician Jobs at Lightedge
What is the work location for this position at Lightedge?
This job at Lightedge is located in Chaska, MN, according to the details provided by the employer. Some roles may also include multiple work locations depending on the requirement.
What pay range can candidates expect for this role at Lightedge?
Employer has not shared pay details for this role.
What employment applies to this position at Lightedge?
Lightedge lists this role as a Full-time position.
What experience level is required for this role at Lightedge?
Lightedge is looking for a candidate with "Senior-level" experience level.
What benefits are offered by Lightedge for this role?
Lightedge offers Career Development for this position. Actual benefits may vary depending on the employer's policies and employment terms.
What is the process to apply for this position at Lightedge?
You can apply for this role at Lightedge either through Sonara's automated application system, which helps you submit applications 10X faster with minimal effort, or by applying manually using the direct link on the job page.