Cloud Support Specialist

4 weeks ago

Kansas City, Missouri, United States LightEdge Solutions Full time
Support Engineer

LightEdge Solutions is a leading provider of IT solutions, empowering businesses to propel forward with cutting-edge technology. We are seeking an experienced and dynamic Support Engineer to join our team.

Key Responsibilities
  • Collaborate with multiple departments and stakeholders across a diverse range of technologies, including network architecture, storage solutions, disaster recovery, and virtualization.
  • Act as a technical thought leader, 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.
  • 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, industry-leading private Infrastructure as a Service (IaaS) and cloud platforms, and 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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