Lightedge · 14 hours ago
Support Technician
Des Moines, IA
Full-time
Onsite
Mid Level
3+ years expLightedge is a company seeking a Support Technician responsible for the initial administration and troubleshooting of customer requests and issues related to managed services and internal IT infrastructure. The role involves engaging with customers, supporting complex IT environments, and maintaining documentation while providing outstanding customer service.
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
Required
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: IBMi, 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, MSSQL, 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
Applicants must be authorized to work in the United States without the need for visa sponsorship now or in the future
Company
Lightedge
Lightedge delivers technology solutions that bring the operational benefits of the public cloud to enterprise IT workloads.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$5M2021-09-01Acquired
2004-04-23Private Equity· $5M
Leadership Team
Amy Spyksma
Sr. Director of Partner Development
Jeff Lucich
Partner Success Director
Recent News
2024-05-24
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