Technical Support Engineer (night)

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. Tickets, emails, chats.

Weekend Custom Night Shift ( 4 days a week)

Thu-Fr: 23:30 - 8:30

Sat-Sun: 20:30-8:30

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 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

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