Tier 2 Technician

Austin, TX and Des Moines, IA

Position Summary

LightEdge’s Tier II Support Technicians are responsible for assisting customers that require a broad range technical support across their environments, including hardware, network, storage, operating system, and application support.  Tier II Support Technicians also serve as a resource and escalation point for the Tier I team. The ideal candidate is motivated, innovative, and excited to learn new technologies.  This position reports to the Support Supervisor and works closely with all departments.

Responsibilities

  • Engage with customers on the phone, in person, and through the customer portal to resolve issues.
  • Proactively monitor, troubleshoot, resolve, and report alerts to customers and internal staff
  • Install hardware upgrades into existing equipment
  • Support complex customer environments utilizing a variety of platforms and technologies
  • Perform network, operating system, san storage, backup, firewall, dns, hardware, server, and virtual machine support and management tasks
  • 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
  • Participate in technical on-call rotation

Skills and Experience

  • 2-3 years experience in a technical support role with focus on system administration or networking
  • Intermediate knowledge of or 2 years experience supporting / administering:
    • Windows and/or Linux server Operating Systems
    • Virtualization technologies (VMware or HyperV)
    • Server hardware
    • LAN/WAN Networks
    • Firewalls (Windows, Linux, Cisco ASA, Fortigate)
    • Apache or IIS
    • MySQL or MSSQL
    • IPSEC/SSL VPN
  • Excellent written and verbal communication skills
  • Problem solving skills and the ability to prioritize
  • Possess the ability to comprehend and execute documented escalation procedures
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