Client Support Technician I

Switch•Las Vegas, NV

5d•Onsite

About The Position

This role is the first point of contact for customers and internal teams requesting support from Switch. You receive requests, assess urgency, coordinate with the right internal teams, and track work through resolution using established workflows. Your focus is clear communication, accurate documentation, and timely handoff in a 24/7, mission-critical environment.

Requirements

1+ year of experience in IT support, service desk, or a customer-facing technical role.
Experience working with ticketing systems and structured workflows.
Ability to explain technical issues in clear, plain language.
Familiarity with data center or technology terminology.
Strong written and verbal communication skills.
Reliable attendance and punctuality.
Ability to work flexible schedules, including nights or weekends.

Nice To Haves

Associate degree in Information Technology, Business, or equivalent experience.
Experience with CRM or ITSM tools such as Salesforce or similar platforms.
Foundational understanding of network topologies and power or cooling services.
CompTIA A+, Network+, Security+, or equivalent certifications.

Responsibilities

Serve as the initial contact for customer and internal support requests by phone and ticketing system.
Triage requests, gather required details, and route work according to defined support procedures.
Coordinate with internal teams to ensure requests are acknowledged, tracked, and resolved.
Act as an information hub, keeping stakeholders informed of status and next steps.
Process scheduled internal notifications through the ticketing system.
Support Mission Control by creating and tracking alarm- and alert-driven events.
Interpret and respond to routine mission-critical events, escalating when required.
Document all actions, timelines, and communications accurately in support systems.
Work assigned shifts, including nights, weekends, or rotations as needed.