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Lightedge · 3 days ago

Support Technician

Des Moines, IA

Full-time

Onsite

Mid Level

3+ years exp

Lightedge is a rapidly growing company seeking a Support Technician responsible for the administration and troubleshooting of customer requests and issues related to managed services and internal IT infrastructure. The role involves engaging with customers, supporting complex environments, and maintaining documentation while ensuring adherence to service level agreements.

Cloud ManagementInformation TechnologyInternetWireless

No H1B

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, SANStorage, Backup, Firewall, DNS, Hardware, Server, and Virtual Machine support and management tasks for Lightedgemanaged customers and internal systems

Create and update internal documentation of procedures, solutions to common problems, and customer-facing support materials

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

Qualification

Technical support experienceSystem administrationNetworkingVirtualization technologiesServer hardwareLAN/WAN NetworksFirewallsWeb servicesDatabasesIPSECSSL VPNLoad BalancersCustomer serviceCommunication skillsProblem solving