IT Support Technician

4 weeks ago

New York, New York, United States Voyager Labs Full time

ABOUT VOYAGER LABS

Voyager Labs is a prominent global entity headquartered in the U.S., recognized for its innovative digital investigation solutions that empower public safety organizations to identify threats, mitigate risks, and combat crime effectively.

Our cutting-edge technology serves as a significant enhancement for investigative teams, enabling them to swiftly analyze vast amounts of intricate, unstructured data to uncover critical insights essential for advancing investigations. Our solutions are utilized by leading law enforcement and national security agencies to address urgent public safety issues, including human trafficking, internet crimes against children, homicides, drug-related offenses, organized crime, terrorism, insider threats, and fraud. Each team member has the opportunity to contribute to a safer world while enhancing their skills in a dynamic and fast-paced setting.

POSITION OVERVIEW

We are seeking a dedicated individual with a background in Technical Support to assist primarily internal team members in the development, deployment, and maintenance of production systems and solutions.

KEY RESPONSIBILITIES:

  • Deliver exceptional technical support to internal stakeholders, addressing all technical and product-related inquiries through various communication channels.
  • Oversee the installation and deployment of systems within Kubernetes across AWS, Azure, and on-premises environments.
  • Collaborate effectively within cross-functional teams, including Development, Field Operations, Sales, and Product.
  • Engage in operational and infrastructure projects to support both customer and internal initiatives.
  • Exhibit outstanding diagnostic and troubleshooting skills.
  • Conduct system and network maintenance tasks.
  • Utilize support tools for data collection and case management.
  • Demonstrate the ability to independently troubleshoot and resolve complex technical challenges, including escalations to Development.
  • Lead special projects aimed at enhancing service levels and boosting team productivity and system efficiency.
  • Document and disseminate knowledge by creating comprehensive write-ups and self-help resources.

QUALIFICATIONS:

  • Availability to work in a 24x7 support environment, including on-call duties during scheduled weekends and evenings.
  • Experience in supporting complex onsite, cloud, and remotely deployed solutions.
  • Proficiency in Linux administration, including installation, networking, and security practices.
  • Expertise in managing applications, including installations, utilities, and configurations, with familiarity in tools such as Jenkins, Terraform, and Ansible.
  • Strong communication skills, ability to perform under pressure, and proficiency in drafting case documentation.
  • Excellent problem-solving abilities, self-management skills, and a strong service orientation.
  • Familiarity with monitoring tools and logging infrastructure (e.g., Logstash, Elasticsearch, Kibana, Graphite).
  • Knowledge of web technologies such as HTML, CSS, and REST API.
  • Experience with AWS, Azure, and other cloud platforms.
  • In-depth understanding of Kubernetes technologies is a significant advantage.
  • Familiarity with provisioning and configuration tools, such as Terraform and Ansible.
  • Knowledge of networking protocols and technologies (e.g., Switches, Routers, Firewalls, proxies) is advantageous.
  • Understanding of virtualization and hyper-convergence technologies (e.g., VMware and vSAN).
  • Programming or scripting skills (e.g., bash, python, perl) are beneficial.

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