Apply via site
Technical Support Engineers
Lviv, Ukraine
Entry, Junior. Customer Support - Less than 1 year of experience
25.04.2022
Technical Support
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.
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 the customer with the updates
Prioritize 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
Knowledge of TCP/IP, DNS, and other networking concepts (HTTP and HTTPS)
Ability to work in different shifts
Basic understanding of the Windows environment
An understanding of IP protocols and DNS
Most popular Linux commands/utilities
Benefits
Competitive salary and perks
18 paid vacation days per year, paid public holidays according to the Ukrainian legislation
Social package, including medical insurance available from day one and a wellbeing benefit for sport and art activities, mental and physical health, available after trial period
Educational possibilities like corporate courses, knowledge hubs, and free English classes. Semiannual performance review
Free meals, fruits, and snacks when working in the office.