Client Support Technician I

Position Overview

Location: Las Vegas, NV. 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, Switch is where talented people come together to EVOLVE the digital world. Our mission is to create the world’s most advanced digital infrastructure that powers the progress of humanity. In the role of Client Support Technician, you serve as the first point of contact for both customers and internal teams, ensuring clear communication, accurate documentation, and timely resolution in a 24/7, mission-critical environment.

Key Responsibilities

• Serve as the initial contact for customer and internal support requests by phone and via ticketing system.
• Triage requests, gather required details, and route work following defined support procedures.
• Coordinate with internal teams to ensure requests are acknowledged, tracked, and resolved.
• Act as an information hub, keeping stakeholders informed of statuses 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.

Required Qualifications

• 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.
• Communicate clearly and professionally, even when handling multiple requests.
• Stay organized and follow workflows without dropping details.
• Use sound judgment to assess urgency and escalate when appropriate.
• Take ownership of requests until resolution or proper handoff.
• Remain calm and service-focused in a fast-paced support environment.
• Primarily desk-based work with extended periods using a computer.
• Ability to monitor multiple systems and identify color-coded alerts.
• Work in an on-site or operations-center environment depending on assignment.
• Use of required personal protective equipment for field or warehouse activities.

Preferred Qualifications

• 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.

Benefits & Perks

• A Culture of Karma – a positive, supportive, and forward-thinking environment.
• Industry Leading Designs – work with advanced data center technology on emerging technology development.
• Flexibility & Remote Opportunities – options for in-office, hybrid, or fully remote arrangements.
• Career Stability & Growth – opportunities and advancement in a stable, growing company.
• Generous Benefits Package – comprehensive coverage tailored to fit your personal needs.