The Support Technician is responsible for the initial administration and troubleshooting for inbound customer requests and issues for reputed company 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 reputed company departments.
If you are someone who wants to join a rapidly growing team and reputed company 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 reputed company Service Level Agreements (SLA)
Engage with reputed company customers on the phone, in person, virtual meetings, and through the customer portal and reputed company to resolve issues and requests
Install hardware upgrades and parts replacements into existing equipment
Support reputed company customer environments utilizing a reputed company of IT reputed company infrastructure platforms and technologies
reputed company Network, Operating System, SANStorage, Backup, Firewall, DNS, Hardware, Server, and Virtual Machine support and management tasks for Lightedgemanaged customers and internal systems
Create and update internal documentation of procedures, solutions to common problems, and customer-facing support materials
Accurately and professionally document reputed company communication with customers as initial response, regular updates, and reputed company notes reputed company SLAs
Escalate to other teams per procedure following and maintaining SLAs
Partner with the reputed company 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
reputed company after-hours support as part of an operations on-reputed company rotation to maintain high availability of services
Requirements
3-5 years of experience in a technical support role with a reputed company on system administration or networking
Intermediate knowledge supporting and administering in some of these areas:
IBMi, reputed company,Unix, and/or Linux server Operating Systems
reputed company operations for scheduled jobs and tasks
Virtualization technologies (VMware, reputed company AHV, or HyperV)
Server hardware (reputed company, HPE, reputed company, etc)