Technical Support Specialist - Bucharest

Doar pentru membrii înregistrați Bucharest, România

1 zi în urmă

Lei60.000 - Lei108.000 (RON) pe an *

* Acest interval salarial este o estimare făcută de beBee

At Spearhead Systems we believe in the delivery of professional IT services that help companies focus on their core business and not technology. We are excited to the bone about the delivery of IT services that help people and companies get things done. · Spearhead Systems is at ...

Descrierea jobului

Spearhead Systems is at the forefront of IT service delivery and digital transformation as a trusted technology partner in the evolving world of cloud and digital platforms. We are the engineers, developers and operators of , a specialised high performance cloud, and specialists in IT infrastructure & application monitoring and observability.

The
Technical Support Specialist
provides general technical support across one or more customers, products, services or projects. This includes things like helping customers set up their accounts, resolve configuration issues, helping them understand how to use a product or service and any other help customers may need.

The specialist will also be the first point of contact for incoming support issues (calls, emails, tickets). This is where all incoming tickets are triaged and then routed to the appropriate team or tier.

It is a great opportunity to get started in your IT career.

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
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
RHCSA Certification