Tier 1 Technician, Night Shift

Austin, Texas

Position Summary

LightEdge’s Tier I Support Technicians are responsible for assisting customers that require technical assistance with Microsoft and Linux servers, monitoring internal and customer environments, and controlling physical access to the data center.  The ideal candidate is motivated, innovative, and excited to learn new technologies.  This position reports to the Manager of Support, and works closely with all departments.

Responsibilities

  • Engage with customers on the phone, in person, and through the customer portal to resolve technical issues.
  • Proactively triage, monitor, troubleshoot, resolve, and report alerts to customers and internal staff
  • Install hardware upgrades into existing equipment
  • Provide basic support and education to customers on LightEdge’s products and services
  • Monitor and troubleshoot backup reports to ensure consistent delivery of service
  • Manage physical security of the data center by authentication of guests and visitors
  • Accurately and professionally document all communication with customers
  • Expand and maintain technical knowledge needed to support rapidly changing technical needs of customers
  • Perform other duties as assigned

Skills and Experience

  • At least 1 year in a technical support or customer service position
  • Experience working with Windows and/or Linux server Operating Systems
  • Basic knowledge and understanding of virtualization technologies
  • Basic knowledge of computer hardware (server hardware a plus)
  • Basic knowledge and understanding of computer networking
  • Experience fabricating and running network cables
  • Excellent written and verbal communication skills
  • Must have excellent problem solving skills and the ability to prioritize
  • Possess the ability to comprehend and execute documented escalation procedures
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