Technical Support Engineers

GFL is looking for Technical Support Engineers, Remote, full-time, long-term

Working schedule: 15.30 - 00.00

Project description:

Delivering technical support for one of the biggest company clients, which provides hosting services for their end-users. Maintaining a 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.

Main Responsibilities:

Respond to customers’ requests (in a 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/access issues

Work continuously on a task until completion

Check the status of the problem and provide the customer with the updates

Prioritise and manage several open cases at one time

Provide Tier1-2 support — include deep investigation, provide a 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 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 shiftsKnowledge of TCP/IP, DNS, and other networking concepts (HTTP and HTTPS)Basic understanding of the Windows environment

An understanding of IP protocols and DNSMost popular Linux commands/utilities

Please send your CV to receive a technical task.