Technical Support Technician II

Summit

4d•Remote

About The Position

As a Technical Support Technician, you'll provide frontline technical support across customer environments and hosted services. You'll respond to incidents and service requests, troubleshoot infrastructure-related issues, and maintain ownership of customer issues through resolution. This role serves as the first line of infrastructure support within the Technical Support organization. Success comes from strong troubleshooting skills, customer ownership, clear communication, and the ability to balance multiple priorities while delivering a positive support experience.

Requirements

Experience in Technical Support, Systems Support, NOC, Managed Services, Hosting, or Infrastructure Operations environments.
Foundational knowledge of servers, operating systems, networking, virtualization, or infrastructure support concepts.
Ability to communicate effectively with both technical and non-technical audiences.
Ability to balance multiple tickets, priorities, and customer commitments.
Ability to take ownership of issues and follow them through resolution.
Comfortable learning new technologies, platforms, and tools.
Ability to remain calm and solutions-focused during technical support situations.

Nice To Haves

Enjoy troubleshooting technical issues and working through problems methodically.

Responsibilities

Provide frontline technical support for customer environments and hosted services.
Respond to customer incidents and service requests through ticketing systems, phone calls, and support channels.
Troubleshoot issues related to servers, operating systems, connectivity, hosted services, and customer environments.
Monitor ticket queues and support timely response and resolution of incidents and requests.
Document, prioritize, and manage support requests while maintaining accurate ticket updates and customer communication.
Maintain ownership of customer issues throughout the support lifecycle.
Escalate complex issues requiring deeper technical expertise when appropriate.
Support routine maintenance activities, customer requests, and operational tasks.
Collaborate with Systems Support, Network Support, NOC, and other technical teams.
Maintain documentation, troubleshooting procedures, and knowledge base content.
Communicate clearly with customers throughout troubleshooting and resolution activities.
Continuously expand technical knowledge through hands-on experience and ongoing learning.