Technical Support Engineer to $650 Offline

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.

Sat-Sun 8:30-20:30
Tue-Wed OR Wed-Thu 15:30-0:00

 

Location: remote within Ukraine

Main Responsibilities:

  • Respond to customers’ request (in quick and efficient manner)
  • Provide technical assistance with platform Web applications
  • Troubleshoot web and email issues
  • Provide support, following procedural documentation/templates
  • Set up email accounts in Mail Clients and deal with login/acсess issues
  • Work continuously on a task until completion
  • Check the status of the problem and provide customer with the updates
  • Prioritise and manage several open cases at one time
  • 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 customer satisfaction
  • Upper-intermediate verbal and written English skills
  • Attention to details
  • Strong ability to research, diagnose, troubleshoot and identify solutions to resolve system issues
  • Understanding of standard support procedures for proper reporting, escalation and follow up

 

Nice 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

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