Customer Support II

Join a mission-critical technical support team helping keep enterprise infrastructure running smoothly in a fast-paced data center environment. This onsite opportunity in Ashburn, VA is ideal for a hands-on professional who enjoys troubleshooting hardware and software issues, supporting customers, and contributing to reliable operations.

Responsibilities

• Provide Tier 1 and Tier 2 support for hardware and software issues, helping restore service efficiently
• Troubleshoot routine technical problems by identifying symptoms, analyzing root causes, and following established procedures
• Document incidents, resolutions, and recurring issues to support stronger problem prevention and knowledge sharing
• Develop and maintain checklists and reference materials for common technical issues
• Support customers with clear communication, guidance, and informal technical training when needed
• Work collaboratively with team members to manage calls, share information, and resolve issues effectively
• Participate in scheduled maintenance windows and after-hours incident response as required
• Contribute to a structured environment that follows incident, change, and problem management processes
  
  
  

Skills

• Experience supporting enterprise data center or colocation environments
• Strong knowledge of server, storage, network, rack, power, and cabling infrastructure
• Ability to perform rack-and-stack, equipment installation, hardware replacement, relocation, and decommissioning tasks
• Familiarity with structured copper and fiber cabling standards and best practices
• Experience using DCIM, configuration management, asset management, or inventory tracking tools
• Understanding of data center power, cooling, environmental monitoring, capacity, and redundancy concepts
• Ability to read rack elevations, infrastructure diagrams, implementation plans, and technical documentation
• Strong troubleshooting, organization, documentation, and communication skills
• Ability to prioritize work independently in a critical operational environment
• Experience coordinating with vendors, contractors, and technical teams
  
  
  

Preferred Skills

• Previous experience working in formal incident, change, or problem management environments
• Experience supporting hardware and software issues in a customer-facing technical role
• Exposure to technical documentation, knowledge base development, or call tracking systems
• Comfort working in a team-oriented environment where information sharing is valued
• Flexibility to support maintenance activities and urgent operational needs when required
  
  
  

Horizontal is committed to fostering a diverse, equitable, and inclusive workplace where all people are welcomed, respected, and supported. We encourage candidates from all backgrounds to apply and bring their unique perspectives and experiences to the team.

By applying for this position, you acknowledge and agree that Horizontal Talent may contact you regarding your application using automated technology, including phone calls, SMS/text messages, or email, which may be delivered by our virtual AI recruiter, Alex.