Support Engineer

August 9

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LightEdge Solutions

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Data Center • Cloud Management • Colocation • Managed Services • Disaster Recovery

51 - 200

💰 $5M Private Equity Round on 2004-04

Description

• Act as a technical thought leader within the support organization, consistently staying ahead of emerging trends and technologies. • Field escalations from support team members and provide timely and effective resolutions. • Solve complex customer issues involving: • Network Routing and Switching • Network Security and Firewall • Virtualization • Storage • Backup and Disaster Recovery • Collaborate with senior engineers and platform owners for advanced troubleshooting, issue resolution, and root cause analysis. • Engage with Operations Leaders to improve operational processes, driving efficiency and productivity. • Be a driving force in updating internal documentation of procedures, solutions to common problems, and customer-facing support materials. • Partner with our internal Training department in recommending additions or modifications to existing technician training programs. • Participate in knowledge-sharing activities. • Partner with platform owners and key stakeholders to improve operational processes and complete projects. • Provide after-hours support as part of an operations on-call rotation to maintain high availability of services.

Requirements

• Exceptional written and verbal communication skills. • Ability to multitask and operate with minimal supervision, adjusting priorities accordingly. • Able to maintain a professional demeanor under stress. • Demonstrated willingness to learn and adapt to changes in technology. • Possess an analytical and problem-solving mindset. • At least 3 years of experience in a cloud provider or MSP (Managed Service Provider) environment. • Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience. • Basic understanding of Linux/Unix and Windows operating systems is a plus. • Familiarity with cloud orchestration and automation tools (Ansible, etc.) is desirable but not mandatory. • Proficiency in configuring and maintaining Backup Software (Acronis a plus) and Disaster Recovery solutions (Zerto preferred). • Extensive experience in managing virtualization environments, particularly VMware. • Advanced knowledge of storage solutions, with a preference for experience with Pure and SolidFire systems. • Advanced knowledge of configuration and maintenance of firewalls, especially FortiGate, to secure network infrastructure. • Possess a foundational understanding of networking principles • Proficiency in interpreting network diagrams and layouts • Cisco certifications preferred but not required; CCNP, CCIP, CCIE