Support Technician (Night Shift)

Lightedge • Chaska, MN

4d

About The Position

The Support Technician provides initial administration and troubleshooting for inbound customer requests and issues involving Lightedge managed services and the internal IT infrastructure that supports those services. This cross-functional position supports virtualization, backup and recovery, networking and firewalls, and storage platforms. The role works closely with all departments and reports to the Triage and Support Supervisor.

The technician engages with customers through phone, in-person and virtual meetings, and the customer portal and ServiceNow. They help maintain service availability by responding to and documenting requests within service-level agreements, escalating issues as needed, and participating in an after-hours operations on-call rotation. The position also includes installing hardware upgrades and replacement parts, maintaining data center access processes, creating documentation, and continuing to expand technical knowledge.

Requirements

• 3–5 years of experience in a technical support role focused on system administration or networking.
• Intermediate knowledge supporting and administering some of the following: IBM i, Windows, Unix, and/or Linux server operating systems; IBM operations for scheduled jobs and tasks; virtualization technologies such as VMware, Nutanix AHV, or HyperV; server hardware such as Dell, HPE, or Lenovo; LAN/WAN networks such as Cisco, Juniper, or Arista; firewalls such as Palo Alto, Fortigate, or Cisco ASA; web services such as Apache or IIS; databases such as MySQL, MS SQL, or Mongo; IPSEC and SSL VPN; and load balancers such as F5 or NSX.
• Excellent written and verbal communication skills.
• Problem-solving skills and the ability to prioritize.
• Customer service skills.
• Ability to comprehend and execute documented escalation procedures under pressure.

Responsibilities

• Follow and respond to Triage team issue and request assignments and escalations within service-level agreements (SLAs).
• Engage with Lightedge customers by phone, in person, in virtual meetings, and through the customer portal and ServiceNow to resolve issues and requests.
• Install hardware upgrades and replacement parts in existing equipment.
• Support complex customer environments using a variety of IT cloud infrastructure platforms and technologies.
• Perform network, operating system, SAN storage, backup, firewall, DNS, hardware, server, and virtual machine support and management tasks for Lightedge managed customers and internal systems.
• Create and update internal procedural documentation, solutions to common problems, and customer-facing support materials.
• Maintain data center facility access for Lightedge employees and customers according to defined processes.
• Document customer communications professionally and accurately, including initial responses, regular updates, and resolution notes within SLAs.
• Escalate issues to other teams according to procedures while maintaining SLAs.
• Partner with the Lightedge Training department to recommend additions or modifications to technician and engineer training programs.
• Expand and maintain technical knowledge to support customers’ changing technical needs, using available training opportunities.
• Provide after-hours support as part of an operations on-call rotation to maintain high availability of services.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed