Support Engineer L1
Support Engineers perform logical and physical provisioning, migration, and technical consultation to our customers via telephone, live chat, and tickets. Ideal candidates for this position will possess exceptionally high skills in Linux/Windows operating systems, the web hosting industry, and virtualization in a service-provider model. They will also have a strong desire to meet the needs of our customers quickly and efficiently.
This is a night shift position from 7pm - 7am. Wednesday, Thursday, Friday and every other Saturday.
Essential Duties and Responsibilities (Additional duties may be assigned as required.)
Provide first-level customer support and technical issues resolution via phone, e-mail, chat and ticketing system.
Accurately document all service requests.
Proactively monitor environments and respond to alerts of system and application issues.
Troubleshoot issues in support of production webhosting systems within SLA/escalation guidelines.
Escalate all Level 2 and Level 3 inquiries and issues, based on document processes, policies, and procedures.
Capable of performing in a fast paced technical environment.
Continually identify efficiencies for systems, processes and procedures.
Perform other various duties as assigned
Required Skills
Able to handle private and confidential information with physical and ethical care
Able to administer hosted services, such as email clients/servers, FTP clients/servers, control panels, virtualization technologies, and web site migrations involving databases
Able to confidently manage servers via the command line
Able to promptly respond to inquiries via email, telephone, ticketing systems and other electronic communications
Able to multi-task, prioritize, and resolve multiple customer inquiries at once
Able to work overnight, weekend on-call shifts as needed
Additional consideration will be given for internal process and systems knowledge
Technical Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required:
Understanding of TCP/IP
Understanding of DNS
Understanding of SSL / VPN
Control Panels: Plesk, cPanel
CMS: Alfresco, Drupal, Wordpress
Linux Servers (Ubuntu, CentOS, RedHat)
Windows Servers
Education and/or Experience
Security and Technical Certifications: CISSP, CISM, CEPT, CCIE Security, CHFI, GREM.
Associates Degree or Bachelors Degree (preferred) and/or 3-5 years of job-related experience.
Relevant experience includes computer or information systems design/development, programming, information/cyber/network security, vulnerability analysis, penetration testing, computer forensics, information assurance, systems engineering, network and system administration, military training in a relevant area such as JCAC (Joint Cyber Analysis course).
Physical Demands
While performing the duties of this Job, the employee is regularly required to sit and use hands. The employee may be required to assist with tasks in the data center and perform moderate lifting up to 46 kilograms.
Work Environment
The noise level in the work environment is usually low to moderate. The work environment may be in either an office setting or at the company's data center. This position is intended to work a swing shift of 7pm-7am Wed-Thurs-Fri and every other Saturday.
Equal Opportunity Employer - It is the policy of the company to comply with all employment laws and to afford equal employment opportunity to individuals in all aspects of employment, including in selection for job opportunities, without regard to race, color, religion, sex, national origin, age, disability, genetic information, veteran status, or any other consideration protected by federal, state or local laws.
This job is posted to: Dice, LinkedIn, Glassdoor and Indeed
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
This is a night shift position from 7pm - 7am. Wednesday, Thursday, Friday and every other Saturday.
Essential Duties and Responsibilities (Additional duties may be assigned as required.)
Provide first-level customer support and technical issues resolution via phone, e-mail, chat and ticketing system.
Accurately document all service requests.
Proactively monitor environments and respond to alerts of system and application issues.
Troubleshoot issues in support of production webhosting systems within SLA/escalation guidelines.
Escalate all Level 2 and Level 3 inquiries and issues, based on document processes, policies, and procedures.
Capable of performing in a fast paced technical environment.
Continually identify efficiencies for systems, processes and procedures.
Perform other various duties as assigned
Required Skills
Able to handle private and confidential information with physical and ethical care
Able to administer hosted services, such as email clients/servers, FTP clients/servers, control panels, virtualization technologies, and web site migrations involving databases
Able to confidently manage servers via the command line
Able to promptly respond to inquiries via email, telephone, ticketing systems and other electronic communications
Able to multi-task, prioritize, and resolve multiple customer inquiries at once
Able to work overnight, weekend on-call shifts as needed
Additional consideration will be given for internal process and systems knowledge
Technical Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required:
Understanding of TCP/IP
Understanding of DNS
Understanding of SSL / VPN
Control Panels: Plesk, cPanel
CMS: Alfresco, Drupal, Wordpress
Linux Servers (Ubuntu, CentOS, RedHat)
Windows Servers
Education and/or Experience
Security and Technical Certifications: CISSP, CISM, CEPT, CCIE Security, CHFI, GREM.
Associates Degree or Bachelors Degree (preferred) and/or 3-5 years of job-related experience.
Relevant experience includes computer or information systems design/development, programming, information/cyber/network security, vulnerability analysis, penetration testing, computer forensics, information assurance, systems engineering, network and system administration, military training in a relevant area such as JCAC (Joint Cyber Analysis course).
Physical Demands
While performing the duties of this Job, the employee is regularly required to sit and use hands. The employee may be required to assist with tasks in the data center and perform moderate lifting up to 46 kilograms.
Work Environment
The noise level in the work environment is usually low to moderate. The work environment may be in either an office setting or at the company's data center. This position is intended to work a swing shift of 7pm-7am Wed-Thurs-Fri and every other Saturday.
Equal Opportunity Employer - It is the policy of the company to comply with all employment laws and to afford equal employment opportunity to individuals in all aspects of employment, including in selection for job opportunities, without regard to race, color, religion, sex, national origin, age, disability, genetic information, veteran status, or any other consideration protected by federal, state or local laws.
This job is posted to: Dice, LinkedIn, Glassdoor and Indeed
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
|
|
 | |
