Support Technician (Night Shift)

Job description

The Support Technician is responsible for the initial administration and troubleshooting for inbound customer requests and issues for Lightedge managed services and internal IT infrastructure supporting those services. This is a cross functional role across multiple infrastructure platforms for virtualization, backup and recovery, network and firewall, and storage. The ideal candidate is motivated and possesses an unwavering passion for outstanding customer experience. This position reports to the Triage and Support Supervisor and works closely with all departments. If you are someone who wants to join a rapidly growing team and impact change, while constantly expanding your technical knowledge, aptitude, and exposure, this is a fantastic opportunity for you! Responsibilities: - 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 vari...