Support Engineer

Lightedge Solutions is currently looking for an experienced and dynamic Support Engineer to join our team. In this role, you will collaborate with multiple departments and stakeholders across a diverse range of technologies and technical areas ranging from network architecture to storage solutions, disaster recovery to virtualization, and more. This role empowers you to work on cutting-edge technologies and contributes to our commitment to innovation and customer support excellence.

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 :
• Act as a technical leader within the Operations Support team

• Receive and work escalations from Support Team members and provide timely and effective resolutions within SLAs

• Support Premier level customers following designated procedures and priorities

• Solve complex customer issues involvingNetwork Routing and Switching,Network Security and Firewall, Virtualization, Storage, andBackup and Disaster Recovery

• Collaborate with Platform Engineers for advanced troubleshooting, issue resolution, and root cause analysis

• Engage with Operations Leaders to improve operational processes, driving efficiency and productivity

• Lead by example by updating internal documentation of procedures, solutions to common problems, and customer-facing support materials

• Partner with our internal Educational Services team in recommending additions or modifications to existing technician training programs

• Participate in knowledge-sharing activities

• Partner with Platform Owners, Product Directors, and Key Stakeholders to improve products, operational processes, and complete projects

• Provide after-hours support as part of an operations on-call rotation to maintain high availability of services

• Able to use AI (ChatGPT and Copilot) to improve efficiency and quality of work

• Maintain continued education and certifications

• Work in ServiceNow to support internal and external customers

Requirements :
• Exceptional written and verbal communication skills

• Ability to manage multiple assignments 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, tools, and processes

• Possess an analytical and problem-solving mindset

• 5 Years of cross platform support experience with at least 3 years of that experience in a Cloud Provider or Managed Service Provider (MSP) environment

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience

• Strong experience with Cisco routers and switches

• Basic understanding of Linux/Unix and Windows operating systems

• Familiarity with cloud orchestration and automation tools (Ansible, Terraform, etc.) is good to have

• Proficiency in configuring and maintaining Backup Software (Veeam and Commvault) and Disaster Recovery solutions (Zerto and VCDA)

• Extensive experience in managing Private Cloud virtualization environments, particularly VMware

• Intermediate knowledge of storage solutions, with a preference for experience (Pure, IBM, and NetApp)

• Advanced knowledge of configuration and maintenance of firewalls (FortiGate and Palo Alto)

• Possess an intermediate understanding of networking principles

• Proficiency in interpreting network diagrams and layouts

• Cisco certifications preferred but not required; CCNP, CCIP, CCIE