Job Description
LightEdge Solutions is developing the IT solutions that will propel businesses forward over the next 10 years. Using a combination of shared and private/dedicated platforms, LightEdge has been successful in offering businesses alternatives that streamline operations, improve reliability and reduce costs.
If you are passionate about creating real solutions that help businesses with cutting-edge technology, want to be challenged to think out of the box and be in a position where you can impact change on a daily basis, then LightEdge can offer you a dynamic corporate environment built on teamwork and personal responsibility.
The LightEdge Managed Service and Support Technical Account Manager will deliver professional and expert support to our Premium customers, engaging directly on complex projects. This role encompasses both the support and troubleshooting of customer issues as well as the creation of detailed supporting documentation. With a balanced approach, the Technical Account Manager excels in independently resolving complex challenges and, when necessary, orchestrating with internal operations teams to ensure prompt support and customer satisfaction.
Responsibilities
- This position will report to the Managed Services and Support Manager and will serve as the primary point of contact for assigned customers to address and resolve issues, demonstrating a trusted commitment to delivering a superior customer experience.
- Engage in collaborative efforts with internal teams to streamline issue resolution and maintain regular communication with leadership, customer experience teams, and sales to align on customer strategies and feedback.
- Conduct quarterly reviews with customers to evaluate and ensure the precision and relevance of technical documentation, fostering an environment of continuous improvement and alignment with customer objectives.
- Facilitate and manage customer-driven projects and system upgrades, ensuring seamless integration and minimal disruption to customer operations.
- Proactively monitor, diagnose, and resolve complex system alerts, and communicate effectively with customers and internal teams to maintain transparency and trust.
- Create, update, and maintain critical support documentation
- Oversee and provide technical support across various environments, mastering a wide range of platforms and technologies to ensure comprehensive customer support.
- Perform thorough analyses and develop strategic plans for remediation and improvement, addressing both customer and internal issues to optimize system performance.
- Demonstrate a versatile range of abilities in managing and diagnosing systems, covering tasks related to network, operating systems, SAN storage, backups, firewalls, DNS, hardware, servers, and virtual machines.
- Participate in On-Call rotation, demonstrating readiness and expertise to address urgent needs, while also managing additional responsibilities as required to adapt to the dynamic needs of customers and the organization.
Requirements
- Associate degree in Information Technology, a related discipline, relevant certifications, or an equivalent combination of education and work experience will be considered
- 4-7 years of experience in a technical support or System Administration role with advanced knowledge supporting/administrating:
- Windows and/or Linux Operating Systems
- Virtualization technologies (VMWare preferred)
- Server Hardware (Dell or HP a plus)
- LAN Networks
- Firewalls (Windows, Linux, Cisco, ASA, FortiGate)
- MySQL, or MSSQL
- VPN
- SAN Technologies
- DR/Backup Technologies
- Experience working in a datacenter or managed service provider a plus
- Experience using ServiceNow
- Strong troubleshooting and problem-solving skills
- Experience working and opening trouble tickets with vendors and / or telecom carriers
- Excellent communication and interpersonal skills for work in a collaborative team environment
- Capable of managing multiple projects simultaneously
- Ability to multi-task and operate with minimal supervision, adjusting priorities accordingly
- Able to maintain professional demeanor under stress
- Demonstrated willingness to learn and adapt to changes in technology
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 20000-1, 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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