Junior Technical Support Specialist (night shift)

We’re looking for a Support Agent to join our team on stable USA based project. We provide training and welcome newbies in IT. But some preparations will be needed for passing technical task. Location - Ukraine only

You can choose from 2 shifts:

1) Saturday, Sunday 20:30 — 8:30 Monday, Tuesday 23:30 — 8:30

2) Thursday, Friday 23:30 — 8:30 Saturday, Sunday 20:30 — 8:30

4 days working week. Weekdays are 12 hours, weekends are 8 hours

Project description: 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.

Main Responsibilities:

• Respond to customers' request (in quick and efficient manner)
• 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
• 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.

Mandatory Requirements:

• Strong troubleshooting and critical thinking skills, the ability to think logically.
• A strong focus on customers' satisfaction
• Upper-intermediate English skills
• Attention to details
• Strong ability to research, diagnose, troubleshoot and identify solutions to resolve system issues

Would be a plus:

• Knowledge of TCP/IP, DNS and other networking concepts (HTTP and HTTPS)
• Basic understanding of the Windows environment
• An understanding of IP protocols and DNS
• Most popular Linux commands/utilities