Technical Account Specialists are responsible for supporting LightEdge’s high priority, complex customers who require a broad range of technical support across their environments, including hardware, network, storage, and operating systems. This high-profile position works with a small subset of top customers and is accountable for their success and rapid responsiveness. Technical Account Specialists work closely with assigned Technical Account Managers and contribute to the overall success of our top accounts. The ideal candidate is motivated, innovative, excellent with customer relationships, and excited to learn new technologies. This position reports to the Manager of Technical Account Management and works closely with all departments to ensure continued customer success.

Responsibilities:

• Engage with assigned customers on the phone, in person, and through the customer portal to resolve issues
• Support complex customer environments utilizing a variety of platforms and technologies
• Assist with troubleshooting and monitoring TAM customers
• Apply a proactive support approach to prevent avoidable environment downtime
• Maintain and support end user IPSec and SSL remote-access VPN solutions
• Monitor, analyze, and support the operation of the LAN/WAN infrastructure and servers to ensure reliable, secure, and efficient day-to-day network operations
• Produce, maintain, and update technical documentation
• Assist with management of customer VMware environments, including ESXi hosts, vCenter, and virtual machines
• Document required problem information in the ticket system. Update tickets with appropriate journal entries of all activities and resolutions
• Perform system administration functions as directed by customers, including firewall patching, allocating storage, tuning system performance, monitoring backups, performing restores, and maintaining system documentation
• Participate in on-call rotation
• Perform other duties as assigned

• 2-3 years of experience in a technical support or system administration role with knowledge of supporting / administering:
• o Windows and or Linux server Operating Systems
• o Virtualization technologies (VMware preferred)
• o Server hardware understanding (Dell or HP a plus)
• o Firewalls (Windows, Linux, Cisco ASA, or FortiGate)
• o DR/Backup Technologies (Zerto/Veeam)
• Understanding of basic networking principals
• Working knowledge of VPN setup and troubleshooting
• SAN experience preferred
• Excellent written and verbal communication skills
• Problem-solving skills and the ability to prioritize
•  Possess the ability to comprehend and execute documented escalation procedures
• Interpersonal skills: telephone skills, communication skills, active listening, and customer care
• Ability to work in a team and communicate effectively