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    Tier 1 Technical Support Engineer - București, România - MonkeyRecruit

    MonkeyRecruit
    MonkeyRecruit București, România

    4 zile în urmă

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    Descriere
    For one of our Bucharest based clients, we're looking for a Tier 1 Technical Support Specialist.


    Responsibilities:

    • 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

    Requirements:

    • 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)

    Nice to have:

    • 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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