Junior Technical Support Engineer in GeeksForLess

GFL is looking for Technical Support Engineers,Remote, full-time, long-termWorking schedule: 15.30 - 00.00 Mon-FrProject description:Delivering technical support for one of the biggest company clients, which provides hosting services for their end-users. Maintaining a 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.Main Responsibilities:Respond to customers’ requests (in a quick and efficient manner)Provide technical assistance with platform Web applicationsTroubleshoot web and email issuesProvide support, following procedural documentation/templatesSet up email accounts in Mail Clients and deal with login/access issuesWork continuously on a task until completionCheck the status of the problem and provide the customer with the updatesPrioritise and manage several open cases at one timeProvide Tier1-2 support — include deep investigation, provide a workaround to various problemsEscalate issues to the Tier 2 team when necessary with all relevant and required informationDocument FAQs and training guides for internal use.Requirements:Strong troubleshooting and critical thinking skills, the ability to think logically.A strong focus on customer satisfactionUpper-intermediate verbal and written English skillsAttention to detailsStrong ability to research, diagnose, troubleshoot, and identify solutions to resolve system issuesUnderstanding of standard support procedures for proper reporting, escalation, and follow-upAbility to work in different shiftsKnowledge of TCP/IP, DNS, and other networking concepts (HTTP and HTTPS)Basic understanding of the Windows environmentAn understanding of IP protocols and DNSMost popular Linux commands/utilities