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About Switch

Switch is a pioneering company designing, constructing, and operating cutting-edge data centers, driven by Founder & CEO Rob Roy's vision. The company prioritizes revolutionary innovation, operational excellence, and the principle of karma, where the focus is on people, culture, and a shared mission to propel digital infrastructure development globally.

Position Overview

The Client Support Technician serves as the initial contact point for both customers and internal teams seeking support from Switch. This role involves receiving and prioritizing requests, coordinating with internal teams for resolution, and ensuring effective communication throughout the process within a mission-critical 24/7 environment.

Key Responsibilities

Act as the first point of contact for incoming support requests via phone and ticketing system.
Evaluate requests’ urgency, collect necessary information, and direct work following established protocols.
Collaborate with internal departments to guarantee acknowledgement, tracking, and resolution of issues.
Maintain transparent status updates and communication with relevant stakeholders.
Manage scheduled notifications using the ticketing platform.
Support Mission Control by handling alarms and alerts, creating and monitoring related events.
Respond appropriately to routine mission-critical alerts, escalating complex issues when necessary.
Record all actions, timelines, and correspondence accurately within support systems.
Work assigned shifts, which may include nights, weekends, or rotational schedules.

Candidate Profile

Clear, professional communication skills, even when managing multiple tasks.
Strong organizational skills and adherence to workflow processes without losing details.
Good judgment in assessing priorities and escalating requests suitably.
Accountability in overseeing requests through to resolution or appropriate handoff.
Persistence and customer focus within a dynamic support environment.

Required Qualifications and Experience

At least one year of experience in IT support, service desk, or customer-facing technical roles.
Familiarity with ticketing systems and structured support workflows.
Ability to communicate technical concepts clearly and simply.
Basic understanding of data center and technology-related terminology.
Proficient verbal and written communication skills.
Consistent attendance and punctuality.
Flexibility to work nights, weekends, and varying shifts.

Preferred Credentials

Associate degree in Information Technology, Business, or related fields, or equivalent experience.
Experience with CRM or ITSM tools such as Salesforce.
Basic knowledge of network structures and power or cooling services.
Certifications like CompTIA A+, Network+, Security+, or equivalents.

Work Environment and Requirements

Primarily desk-based duties involving prolonged computer use.
Ability to monitor multiple systems and interpret color-coded alerts.
Work setting may be on-site or within an operations center depending on assignment.
Use of personal protective equipment when supporting field or warehouse tasks.

Why Work at Switch?

A culture rooted in the principle of karma encouraging a positive, supportive workplace.
Access to the most advanced data center technologies and involvement in emerging innovations.
Flexible work arrangements including remote, hybrid, or on-site options with strong technological support.
Opportunities for career stability and advancement in a growing industry and company.
Comprehensive and customizable benefits for employees and their families.

Additional Information

This is a full-time, remote opportunity based in the Las Vegas Metropolitan Area, requiring flexibility for shift work including nights and weekends. Applicants should be prepared for a dynamic support environment and committed to delivering exceptional service aligned with Switch's mission and values.

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