Support Technician

Lightedge is seeking a Support Technician to provide initial administration and troubleshooting for inbound customer requests and issues for managed services and internal IT infrastructure. The role involves a cross-functional approach across various platforms, customer interaction, and technical support. This position offers a dynamic environment for growth and contributing to a growing team.

Requirements

• Follow and respond to Triage team issue and request assignment and escalation closely within SLA
• Engage with customers on the phone, in person, virtual meetings, and through the customer portal and ServiceNow
• Install hardware upgrades and parts replacements into existing equipment
• Support complex customer environments utilizing a variety of IT Cloud infrastructure platforms and technologies
• 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
• Escalate to other teams per procedure following and maintaining SLAs
• Partner with the Lightedge Training department to recommend training programs
• Expand and maintain technical knowledge to support technical needs of customers
• Provide after-hours support as part of an operations on-call rotation