Technical Support Engineer

Project description: Delivering technical support for one of the biggest company clients, which provides hosting services for their end-users. Maintaining shared hosting platform, customer support is provided for hosting related questions, e.g. email services, web and database concerns, DNS issues, in-house applications for hosting services (FTP, email, databases and DNS) management and in-house and custom built (cPanel, Plesk) control panels.

Available shifts for choice:

1)Custom Day Shift

Thu-Fri 15:30—0:00, Sat-Sun: 8:00—20:00 (Kyiv time)

2)Day Shift

Mon-Fri 15:30—0:00.(Kyiv time)

Main Responsibilities:

• Respond to customers' request (in quick and efficient manner) via chats, emails and tickets. No calls
• Troubleshoot web and email issues
• Provide Tier1−2 support — include deep investigation, provide workaround to various problems
• Escalate issues to the Tier 2 team when necessary with all relevant and required information

• Document FAQs and training guides for internal use.

   

Mandatory Requirements:

• Strong troubleshooting and critical thinking skills, the ability to think logically.
• A strong focus on customers' satisfaction
• Upper-intermediate verbal and written English skills
• Attention to details
• Strong ability to research, diagnose, troubleshoot and identify solutions to resolve system issues

Would be great to have:

• Knowledge of TCP/IP, DNS and other networking concepts (HTTP and HTTPS)
• Basic understanding of the Windows environment
• An understanding of IP protocols and DNS
• Most popular Linux commands/utilities