Support Technician (Night Shift)

Lightedge•Chaska, MN

5d•$25 - $29

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. The role spans virtualization, backup and recovery, networking and firewalls, and storage platforms. The technician works closely with all departments and reports to the Triage and Support Supervisor. The position is suited to someone focused on excellent customer experience and interested in expanding their technical knowledge and exposure. The technician responds to and documents customer issues and requests within service-level agreements, supports customer and internal systems across a range of infrastructure technologies, and follows established escalation and data center access procedures. The role also includes installing equipment upgrades and replacement parts, maintaining support documentation, contributing to training recommendations, continuing technical learning, and providing after-hours coverage through an operations on-call rotation.

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.
Intermediate knowledge of IBM operations for scheduled jobs and tasks.
Intermediate knowledge of virtualization technologies such as VMware, Nutanix AHV, or Hyper-V.
Intermediate knowledge of server hardware such as Dell, HPE, or Lenovo.
Intermediate knowledge of LAN/WAN networks such as Cisco, Juniper, or Arista.
Intermediate knowledge of firewalls such as Palo Alto, Fortigate, or Cisco ASA.
Intermediate knowledge of web services such as Apache or IIS.
Intermediate knowledge of databases such as MySQL, MS SQL, or MongoDB.
Intermediate knowledge of IPSEC and SSL VPN.
Intermediate knowledge of 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 Triage team issue and request assignments and escalate them 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 support and management tasks involving networks, operating systems, SAN storage, backup, firewalls, DNS, hardware, servers, and virtual machines for managed customers and internal systems.
Create and update internal procedures, 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 and maintain SLAs.
Partner with the Lightedge Training department to recommend additions or modifications to technician and engineer training programs.
Expand and maintain the technical knowledge needed to support customers’ changing needs through ongoing learning and training.
Provide after-hours support as part of an operations on-call rotation to maintain service availability.