Technical Support Engineer in GeeksForLess Inc.

Technical Support Engineer віддалено GFLis looking for Technical Support Engineers, Remote, full-time, long-term Working schedule: 15.30— 00.00 Mon-Fr Project description: Delivering technical support for one ofthe biggest company clients, which provides hosting services for their end-users. Maintaining ashared hosting platform, customer support isprovided 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 tocustomers’ requests (inaquick and efficient manner) Provide technical assistance with platform Web applications Troubleshoot web and email issues Provide support, following procedural documentation/templates Set upemail accounts inMail Clients and deal with login/access issues Work continuously onatask until completion Check the status ofthe problem and provide the customer with the updates Prioritise and manage several open cases atone time Provide Tier1-2 support— include deep investigation, provide aworkaround tovarious problems Escalate issues tothe Tier 2team when necessary with all relevant and required information Document FAQs and training guides for internal use. Requirements: Strong troubleshooting and critical thinking skills, the ability tothink logically. Astrong focus oncustomer satisfaction Upper-intermediate verbal and written English skills Attention todetails Strong ability toresearch, diagnose, troubleshoot, and identify solutions toresolve system issues Understanding ofstandard support procedures for proper reporting, escalation, and follow-up Ability towork indifferent shiftsKnowledge ofTCP/IP, DNS, and other networking concepts ( and understanding ofthe Windows environment Anunderstanding ofIP protocols and DNSMost popular Linux commands/utilities