- Monitor events/alerts and resolve or escalate to the appropriate team
- Gather/establish required information for handling customer issues
- Manage customer expectations regarding estimated response times for issue resolution
- Resolve issues via phone, email, chat
- Meet SLAs like response and resolution times by working other tiers
- Extensively research and document customer technical issues
- Collaborate with Technical Support team members to properly manage customer inquiries and escalate when appropriate
- Own customer technical issues from initial report to resolution, communicating with customers regularly regarding issue status
- Run monitoring reports for usage, performance, and/or availability
- Average / General experience in managing Linux systems (redhat, centos, debian/ubuntu (install, setup, configuration, lifecycle management: updates/patching, backup/dr, etc.))
- General experience in managing Windows systems (install, setup, configuration, lifecycle management: updates/patching, backup/dr, etc.)
- Detailed knowledge of networking protocols and troubleshooting: DNS, HTTP, SSL, TCP
- Experience operating and troubleshooting email services and SMTP
- Excellence in technical communications with both technical and non-technical peers
- Strong analysis and troubleshooting skills and experience
- Minimum 3 years of Linux experience
- RHCSA certification
- Strong multi-tasking skills
- Advanced English skills (reading, writing and speaking)
- Bachelor's Degree in Computer Science, Math, or related discipline, or equivalent work experience
- Past experience (1-2) as a systems administrator, network engineer, or cloud engineer or similar technical position/role
- Customer service experience / strong customer focus
- Monitoring experience for application performance, uptime and fault management (checkmk, nagios)
- Experience supporting a 24x7 Internet-oriented production environment
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Tier 1 Technical Support Engineer - București, România - MonkeyRecruit
Descriere
For one of our Bucharest based clients, we're looking for a Tier 1 Technical Support Specialist.Responsibilities:
Requirements:
Nice to have: