Support Technician

Lightedge; Kansas City (MO); On-site; USD 50,000 - 70,000; Full time

Job summary

A leading company in IT Services is seeking a Support Technician to manage customer requests and troubleshoot issues related to their managed services and internal IT infrastructure. This mid-senior level role requires 3-5 years of experience in technical support, with a focus on system administration and networking. The ideal candidate will have strong communication skills and a customer service orientation, working collaboratively across departments to ensure high service availability.

Qualifications

• 3-5 years in technical support focusing on system administration or networking.
• Proficiency in Windows, Unix, Linux servers, and virtualization technologies.
• Excellent communication and customer service skills.

Responsibilities

• Manage customer issues within SLAs and provide after-hours support.
• Install hardware upgrades and support complex IT environments.
• Document customer communications and internal procedures accurately.

Skills

Communication

Problem Solving

Customer Service

Tools

VMware

Nutanix AHV

HyperV

Cisco

Juniper

Palo Alto

Fortigate

Apache

IIS

MySQL

MSSQL

MongoDB

Job description

Join to apply for the Support Technician role at Lightedge.

The Support Technician is responsible for the initial administration and troubleshooting of inbound customer requests and issues related to Lightedge managed services and internal IT infrastructure. This cross-functional role covers multiple infrastructure platforms including virtualization, backup and recovery, network and firewall, and storage. The ideal candidate is motivated and passionate about delivering outstanding customer experience. This position reports to the Triage and Support Supervisor and collaborates with all departments.

If you are eager to join a rapidly growing team, make an impact, and expand your technical knowledge and skills, this is a fantastic opportunity for you!

Responsibilities

1. Respond to and manage customer issues within Service Level Agreements (SLAs).
2. Engage with customers via phone, in person, virtual meetings, and through support portals like ServiceNow.
3. Install hardware upgrades and replace parts in existing equipment.
4. Support complex customer environments using various IT cloud infrastructure platforms and technologies.
5. Perform support and management tasks for Network, Operating Systems, SAN Storage, Backup, Firewall, DNS, Hardware, Servers, and Virtual Machines.
6. Create and update internal documentation for procedures, solutions, and support materials.
7. Document all customer communications professionally and accurately within SLAs.
8. Escalate issues to appropriate teams following procedures and SLAs.
9. Collaborate with the Training department to improve technician and engineer training programs.
10. Continuously expand technical knowledge through ongoing training and learning.
11. Provide after-hours support as part of an on-call rotation to ensure high service availability.

Minimum Requirements

1. 3-5 years of experience in a technical support role focusing on system administration or networking.
2. Proficiency in supporting and administering:

• IBMi, Windows, Unix, and/or Linux servers
• IBM operations for scheduled jobs
• Virtualization technologies (VMware, Nutanix AHV, 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)
• Databases (MySQL, MSSQL, MongoDB)
• IPSEC and SSL VPN
• Load Balancers (F5, NSX)

Excellent written and verbal communication skills.

Strong problem-solving skills and the ability to prioritize tasks effectively.

Customer service orientation.

Ability to follow documented escalation procedures calmly under pressure.

Additional Information

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Information Technology
• Industries: IT Services and IT Consulting