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

Inclusion Statement

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