Support Technician

Position:
Support Technician (Night Shift)

Company:
Lightedge

Compensation:
$25 - $29 an hour

Location:
United States, Des Moines, Iowa

Employment type:
On-site

Work Arrangement:
Night Shift

Short Summary:
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. This role involves cross-functional work across multiple infrastructure platforms.

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 various IT Cloud infrastructure platforms and technologies
- Perform Network, Operating System, SAN Storage, Backup, Firewall, DNS, Hardware, Server, and Virtual Machine support and management tasks
- 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
- Accurately document all communication with customers within SLAs
- Escalate to other teams per procedure while maintaining SLAs
- Partner with the Lightedge Training department in recommending additions or modifications to training programs
- Expand and maintain technical knowledge to support rapidly changing technical needs of customers
- Provide after-hours support as part of an operations on-call rotation

Requirement:
- 3-5 years of experience in a technical support role with a focus on system administration or networking
- Intermediate knowledge in areas such as IBM i, Windows, Unix, and/or Linux server Operating Systems
- Knowledge of virtualization technologies (VMware, Nutanix AHV, or HyperV)
- Experience with server hardware (Dell, HPE, Lenovo, etc.) and LAN/WAN Networks (Cisco, Juniper, Arista, etc.)
- Familiarity with firewalls (Palo Alto, Fortigate, Cisco ASA, etc.) and web services (Apache, IIS, etc.)
- Excellent written and verbal communication skills
- Problem-solving skills and the ability to prioritize customer service

Benefits:
- Opportunities for lifelong learning through multiple training opportunities