Linux Support Technician

Job Description

We are seeking a Linux Support Technician to join our team, providing exceptional customer support for hosting products via phone, chat, and email. You will diagnose and resolve technical issues, support the hosting stack and third-party software, and collaborate closely with teammates and other departments.

Key Responsibilities

• Provide exceptional customer support via phone, chat, and email
• Diagnose, troubleshoot, and execute customer requests
• Recommend products or solutions based on customer needs
• Install, manage, and troubleshoot software related to our hosting products
• Support third-party software under our Beyond Scope Support umbrella
• Stay up-to-date with technological developments and internal communications
• Attend ongoing training, meetings, and events
• Work with third-party vendors to resolve issues
• Collaborate effectively with supervisors, teammates, and interdepartmentally
• Create, review, and improve internal documentation
• Provide job shadowing and mentoring
• Serve as an escalation point per supervisor's discretion
• Troubleshoot and support internally developed engineering products

Requirements

• At least 1 year of relevant experience in a help desk or call/chat support center environment
• Exceptional troubleshooting skills
• Advanced proficiency in installing, managing, and troubleshooting the hosting stack and various CMS/server control panels
• Advanced understanding of server hardware and hosting services

Preferred Qualifications

• Proven customer service acumen
• Excellent written and verbal communication skills
• Ability to establish rapport and collaborate effectively in a team environment
• Ability to intelligently prioritize tasks and refactor as new issues emerge
• Strong attention to detail
• Basic project management and coordination acumen
• Basic understanding of engineered products and related technologies
• An Associate's degree in a related field or comparable combination of education and experience
• Bonus: scripting/coding experience, Interworx, RHCSA/RHCE, Magento, eCommerce knowledge