Support Technician

The Support Technician at Lightedge manages inbound customer requests and issues for managed services and internal IT infrastructure. This is a cross-functional role requiring a passionate customer-focused individual. The position reports to the Triage and Support Supervisor and collaborates with all departments.

Requirements

• 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
• Install hardware upgrades and parts replacements into existing equipment
• Perform Network, Operating System, SANStorage, Backup, Firewall, DNS, Hardware, Server, and Virtual Machine support and management tasks for Lightedgemanaged customers
• Create and update internal documentation of procedures, solutions to common problems, and customer-facing support materials
• Accurately and professionally document all communication with customers
• 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