$20.75 - $28.25/hr
Full-time
Posted 6 days ago
Job description
About Switch
At Switch, we don't just design, build and operate data centers-we are enabling the technology of the future. Led by Founder & CEO, Rob Roy, we believe in revolutionary innovation, operational excellence and the principle of karma. Switch is where talented people come together to EVOLVE the digital world.
We believe that innovation isn't just about technology-it's about the people, culture, and purpose that make it happen. Every Switch team member contributes to a mission greater than themselves: to create the world's most advanced digital infrastructure that powers the progress of humanity.
The Role: Client Support Technician
This role is the first point of contact for customers and internal teams requesting support from Switch. You receive requests, assess urgency, coordinate with the right internal teams, and track work through resolution using established workflows. Your focus is clear communication, accurate documentation, and timely handoff in a 24/7, mission-critical environment.
What You'll Do
- Serve as the initial contact for customer and internal support requests by phone and ticketing system.
- Triage requests, gather required details, and route work according to defined support procedures.
- Coordinate with internal teams to ensure requests are acknowledged, tracked, and resolved.
- Act as an information hub, keeping stakeholders informed of status and next steps.
- Process scheduled internal notifications through the ticketing system.
- Support Mission Control by creating and tracking alarm- and alert-driven events.
- Interpret and respond to routine mission-critical events, escalating when required.
- Document all actions, timelines, and communications accurately in support systems.
- Work assigned shifts, including nights, weekends, or rotations as needed.
- You communicate clearly and professionally, even when handling multiple requests.
- You stay organized and follow workflows without dropping details.
- You use sound judgment to assess urgency and escalate appropriately.
- You take ownership of requests until resolution or proper handoff.
- You remain calm and service-focused in a fast-paced support environment.
Required
- 1+ year of experience in IT support, service desk, or a customer-facing technical role.
- Experience working with ticketing systems and structured workflows.
- Ability to explain technical issues in clear, plain language.
- Familiarity with data center or technology terminology.
- Strong written and verbal communication skills.
- Reliable attendance and punctuality.
- Ability to work flexible schedules, including nights or weekends.
Preferred
- Associate degree in Information Technology, Business, or equivalent experience.
- Experience with CRM or ITSM tools such as Salesforce or similar platforms.
- Foundational understanding of network topologies and power or cooling services.
- CompTIA A+, Network+, Security+, or equivalent certifications.
- Primarily desk-based work with extended periods using a computer.
- Ability to monitor multiple systems and identify color-coded alerts.
- On-site or operations-center environment depending on assignment.
- Use of required personal protective equipment if supporting field or warehouse activities.
- A Culture of Karma - We are self-motivated by karma, ensuring our actions contribute to a positive, supportive and forward-thinking environment.
- Industry Leading Designs - Work with the most advanced data center technology on the planet and be a part of emerging technology development.
- Flexibility & Remote Opportunities - Whether in-office, hybrid, or fully remote, we offer the technology and support to keep teams connected and productive.
- Career Stability & Growth - In this expanding industry, we invest in our people, providing opportunities & advancement in a stable, growing company.
- Generous Benefits Package - Switch provides comprehensive coverage for you and your family that can be tailored to fit your personal needs, and more!
This is more than a job-it's a mission. If you're ready to be part of a culture that values innovation, karma, and limitless potential, we want to hear from you.
Apply Now and Let's Build the Future Together.
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Frequently asked questions
Q: What skills or qualities help someone succeed as a IT Support Technician?
A: To succeed as an IT Support Technician, key technical skills include proficiency in operating systems (Windows, macOS, Linux), network protocols, and help desk software, as well as knowledge of hardware components and troubleshooting methodologies. Essential soft skills include strong communication and problem-solving abilities, patience and empathy when interacting with users, and adaptability in a fast-paced technical environment. By combining these technical and soft skills, IT Support Technicians can effectively resolve user issues, maintain system uptime, and contribute to a positive user experience, ultimately supporting their career growth and effectiveness in the role.
Q: What is the career path for a IT Support Technician?
A: A typical career path for an IT Support Technician involves progression from entry-level roles such as Help Desk Technician or Junior Support Specialist, to mid-level positions like Technical Support Specialist or Senior Support Engineer, and ultimately to senior roles like IT Operations Manager or Technical Lead. Key opportunities for skill development and professional growth include certifications in areas like CompTIA A+, Cisco CCNA, or ITIL, as well as experience with various operating systems, hardware, and software platforms. Long-term career prospects may lead to specialized roles like Cybersecurity Specialist, Cloud Engineer, or even a transition into management or leadership positions within IT departments.
