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Support Technician (Night Shift)
Lightedge
Des Moines, USA
Full-time
Mid Level
Onsite
USD 25-29 hourly
Discovered 1 weeks ago
Free
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- Follow and respond to Triage team issue and request assignment and escalation closely within Service Level Agreements (SLA)
- Engage with Lightedge customers on the phone, in person, virtual meetings, and through the customer portal and ServiceNow to resolve issues and requests
- Install hardware upgrades and parts replacements into existing equipment
- Support complex customer environments utilizing 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 documentation of procedures, solutions to common problems, and customer-facing support materials
- Maintain Data Center facility access for Lightedge employees and customers following the defined processes
- Accurately and professionally document all communication with customers as initial response, regular updates, and resolution notes within SLAs
- Escalate to other teams per procedure following and maintaining SLAs
- Partner with the Lightedge Training department in recommending additions or modifications to existing technician and engineer training programs
- Expand and maintain technical knowledge needed to support rapidly changing technical needs of customers. Continue as a lifelong learner through multiple training opportunities
- Provide after-hours support as part of an operations on-call rotation to maintain high availability of services
- 3-5 years of experience in a technical support role with a focus on system administration or networking
- Intermediate knowledge supporting and administering in some of these areas:
- IBM i, Windows, Unix, and/or Linux server Operating Systems
- IBM operations for scheduled jobs and tasks
- Virtualization technologies (VMware, Nutanix AHV, or 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, etc)
- Databases (MySQL, MS SQL, Mongo, etc)
- IPSEC and SSL VPN
- Load Balancers (F5, NSX, etc)
- Excellent written and verbal communication skills
- Problem solving skills and the ability to prioritize
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