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!ResponsibilitiesAct as a technical leader within the Operations Support teamReceive and work escalations from Support Team members and provide timely and effective resolutions within SLAsSupport Premier level customers following designated procedures and prioritiesSolve complex customer issues involvingNetwork Routing and Switching,Network Security and Firewall, Virtualization, Storage, andBackup and Disaster RecoveryCollaborate with Platform Engineers for advanced troubleshooting, issue resolution, and root cause analysisEngage with Operations Leaders to improve operational processes, driving efficiency and productivityLead by example by updating internal documentation of procedures, solutions to common problems, and customer-facing support materialsPartner with our internal Educational Services team in recommending additions or modifications to existing technician training programsParticipate in knowledge-sharing activitiesPartner with Platform Owners, Product Directors, and Key Stakeholders to improve products, operational processes, and complete projectsProvide after-hours support as part of an operations on-call rotation to maintain high availability of servicesAble to use AI (ChatGPT and Copilot) to improve efficiency and quality of workMaintain continued education and certificationsWork in ServiceNow to support internal and external customersRequirementsExceptional written and verbal communication skillsAbility to manage multiple assignments and operate with minimal supervision, adjusting priorities accordinglyAble to maintain a professional demeanor under stressDemonstrated willingness to learn and adapt to changes in technology, tools, and processesPossess an analytical and problem-solving mindset5 Years of cross platform support experience with at least 3 years of that experience in a Cloud Provider or Managed Service Provider (MSP) environmentBachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experienceStrong experience with Cisco routers and switchesBasic understanding of Linux/Unix and Windows operating systemsFamiliarity with cloud orchestration and automation tools (Ansible, Terraform, etc.) is good to haveProficiency 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 VMwareIntermediate 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 principlesProficiency in interpreting network diagrams and layoutsCisco certifications preferred but not required; CCNP, CCIP, CCIE