Detalle de la Oferta

Descripción de la Oferta

GENERAL DESCRIPTION OF POSITION

We are seeking a temporary dedicated and detail-oriented Technical Support Analyst to join our team at LightEdge, a leading network and cybersecurity services provider. The Technical Support Analyst will be responsible for providing first-level technical assistance to customers, troubleshooting network and system issues, and ensuring timely resolution to maintain optimal service performance and client satisfaction.


ESSENTIAL DUTIES AND RESPONSIBILITIES

• Monitor and manage the ticket queue, ensuring timely acknowledgment and resolution of incoming requests within defined SLAs.
• Perform initial investigation and troubleshooting of network and security incidents (Tier 1 – Tier 2 scope), documenting findings and actions taken.
• Respond to alerts generated by monitoring tools, analyze potential issues in firewalls, VPNs, or endpoint devices, and escalate when necessary.
• Support Managed Services customers by identifying, diagnosing, and resolving basic connectivity, latency, and access issues.
• Continuously monitor network performance and security systems, proactively identifying anomalies and potential threats.
• Assist in the triage of security events by gathering logs, analyzing alert patterns, and preparing detailed reports for senior analysts or SOC teams.
• Verify configuration baselines for switches, routers, and firewalls to ensure compliance with network and security policies.
• Document troubleshooting steps, root causes, and preventive recommendations in tickets and knowledge base systems
• Follow standard operating procedures and escalation paths to ensure consistency and accuracy in incident handling.
• Collaborate with internal teams to improve monitoring effectiveness, reporting accuracy, and incident response time.

REQUIREMENTS

• High school diploma or equivalent. Associate or bachelor’s degree in information technology, Computer Science, or a related field is a plus.
• Between 1-2 years of experience (ideal)
• Some experience in service desk (ideal)
• English skills – verbal and written
• Proven Customer Service and Technical Support experience (Desirable)
• Experience with hardware and software issues. (Desirable)
• Hardware and software skills – Technical support (Desktop/Server) hardware/software troubleshooting and remediation, support for business and productivity applications, etc.
• Ticketing System – Knowledge and experience using a ticketing system to create and track tickets and monitor and manage tickets (IDEAL)

QUALIFICATIONS

• Excellent communication and customer service skills; able to stay calm and empathetic under pressure.
• Genuine desire to help people and a positive, can-do attitude.
• Collaborative mindset; cares about team workload and shared success.
• Customer-focused — listens, understands, and goes the extra mile to resolve issues.
• Strong respect for customers and commitment to quality support.
• Analytical and process-oriented; asks the right questions to identify root causes and follows (and improves) support procedures.