Cloud Support Specialist
3 weeks ago
LightEdge Solutions is a leading provider of IT solutions, and we are currently seeking an experienced Support Engineer to join our team.
This role will involve collaborating with multiple departments and stakeholders across a diverse range of technologies, including network architecture, storage solutions, disaster recovery, and virtualization.
The ideal candidate will be a technical thought leader who can stay ahead of emerging trends and technologies, and provide timely and effective resolutions to complex customer issues.
Responsibilities:
- Act as a technical thought leader within the support organization.
- 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.
- Strong experience with Cisco R/S.
- 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
With over 20 years in business, LightEdge offers a full stack of best-in-class IT services delivering flexibility, security, and control.
Our solutions include premier colocation across seven purpose-built data centers spanning Des Moines, IA, Kansas City, MO, Omaha, NE, Austin, TX, and Raleigh, NC, industry-leading private Infrastructure as a Service (IaaS) and cloud platforms, and the top global security and compliance measures.
Our owned and operated facilities, integrated DR solutions, and premium compliant cloud choices make up a true Hybrid Cloud Solution Center.
LightEdge annually undergoes third-party audits for ISO , ISO 27001, HIPAA, PCI-DSS 3.2, and SSAE 18 SOC 1 Type II, SOC 2 Type II and SOC 3.
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