RESPONSIBILITIES  

• First point of contact for customers seeking technical support via phone, email or chat 
• Perform remote troubleshooting, reproducing customer issues in different environments, isolate customer issues and works together with the customer to find a solution. 
• Determine the best solution based on the issue and details provided by customers 
• Walk the customer through the problem-solving process 
• Full Ownership of clients’ issues from beginning to completion, ensuring effective technical resolution for the customers 
• Develop and document best practices to enhance already existing processes 
• Record events and interactions in the case 
• Make sure to action and prioritize their tasks in a timely manner 
• Monitor the status and progress toward resolution of all open incidents 
• Opens and documents bugs for investigation in Software Engineering Teams 
• Responsible for driving cases forward and making sure to engage other teams if necessary 
• Develops technical expertise over the products, and constantly seeks to deepen the knowledge 
• Adherence to security guidelines, procedures, processes, product documentation and best practices 

REQUIREMENTS 

• At least 3 years of experience in IT Operations Support 
• Demonstrated technical Linux administration skills  
• Understanding of networking fundamentals (TCP/IP,Routing, VPNs,VLANs, Peering, Load Balancing, etc). and basic web technologies (HTTP,HTML,DNS,TCP).
• Ability to read and interpret logs (Linux, HTTP, ) 
• Demonstrated experience troubleshooting and explaining investigation to IT people and end users(non-technical) 
• Critical Thinking: Investigation, analysis, interpretation, evaluation, explanation, and problem-solving skills 
• Outstanding client-facing skills. Pays attention to details and has an ability to differentiate between clients’ needs and issues 
• Fluent in English. Must be above B2+ 
• Excellent verbal and written communication skills. Proficient grammar and syntax 
• Strong experience in documentation in languages possessed (creating articles, workflows, procedures, etc.) 
• Good in e-mail correspondence and phone etiquette 
• Ability to work with high volumes and short timeframes 
• Time management skills knows how and what to prioritize 
• Independent, self-directed learner 
• Works well in a team, has an ability to build rapport with others 
• Highly motivated and multitasking 
• Customer oriented. Genuine interest in helping others, becoming the customer’s advocate when lending support 

NICE TO HAVE 

• ITIL certification, or experience working with ITIL based processes 
• Experience with cloud storage solutions
• Experience reading or debugging code (Python, Javascript)
• Experience with scripting, and or system design
• Experience in Gsuite products 
• SQL experience