Вакансія Technical Support Engineer (main shift)

Опис вакансії

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.
Mon-Fri 15:30-0:00

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.

Requirements

• Strong troubleshooting and critical thinking skills, the ability to think logically.
• A strong focus on customer 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