Support Engineer at lightedge

LightedgeSolutions is currently looking for an experienced and dynamicSupportEngineer 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 oncutting-edgetechnologies andcontributesto our commitment to innovation andcustomer supportexcellence.  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!  Responsibilities • Act as a technical leader within the Operations Support team • Receive and work escalations from Support Team members and providetimelyand effective resolutions within SLAs • Support Premier level customers following designated procedures and priorities • Solve complex customer issues involvingNetwork Routing and Switching,Network Securityand Firewall,Virtualization,Storage, andBackup and Disaster Recovery • Collaborate with Platform Engineers for advanced troubleshooting, issue resolution, and root cause analysis • Engage with Operations Leaders to improve operational processes, driving efficiency and productivity • Lead by example by updating internal documentation of procedures, solutions to common problems, and customer-facing support materials • Partner with our internal Educational Services team in recommending additions or modifications to existing technician training programs • Participatein knowledge-sharing activities • Partnerwith Platform Owners, Product Directors, and Key Stakeholders to improve products, operational processes,and complete projects • Provide after-hours support as part of anoperationson-call rotation tomaintainhigh availability of services • Able to use AI (ChatGPT and Copilot) to improve efficiency and quality of work • Maintain continued education and certifications • Work in ServiceNow to support internal and external customers Requirements • Exceptional written and verbal communication skills • Ability to manage multiple assignments andoperatewith minimal supervision, adjusting priorities accordingly • Able tomaintaina professional demeanor under stress • Demonstrated willingness to learn and adapt to changes in technology, tools, and processes • Possess an analytical and problem-solving mindset • 5 Years of cross platform support experience with at least 3 years of that experience in a Cloud Provider or Managed Service Provider (MSP) environment • Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience • Strong experience with Cisco routers and switches • Basic understanding of Linux/Unix and Windows operating systems • Familiarity with cloud orchestration and automation tools (Ansible, Terraform, etc.) is good to have • Proficiencyin configuring andmaintainingBackup Software (Veeam and Commvault) and Disaster Recovery solutions (Zerto and VCDA) • Extensive experience in managing Private Cloud virtualization environments, particularly VMware • Intermediate 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 principles • Proficiencyin interpreting network diagrams and layouts • Cisco certifications preferred but notrequired; CCNP, CCIP, CCIE