Junior Technical Support Specialist

Looking for a Technical Support Specialist to work on a stable project (hosting platform). Location of the candidate — Ukraine.
 

Remote, full-time

Working schedule: Thursday–Friday from 3:30 PM to 12:00 AM, and Saturday–Sunday from 8:00 AM to 8:00 PM (4 working days per week). Ukrainian candidates are preferred.
 

Requirements:

• Strong troubleshooting and critical thinking skills, as well as 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
• Understanding of standard support procedures for proper reporting, escalation and follow-up
• Ability to work in different shifts
• 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
• English: Upper-Intermediate
   

Responsibilities:
 

• Respond to customers' requests (in a 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/access issues
• Work continuously on a task until completion
• Check the status of the problem and provide the customer with updates
• Prioritise and manage several open cases at one time
• Provide Tier1−2 support — include deep investigation, provide a 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.