Tier 2 Technical Support in Remote at HorizonIQ

Job Title:

Technical Support Tier 2

Team:

Customer Operations

Reports To:

Manager, Technical Support

Company Summary:

Technical Support Tier 2 employees play a key role in the customer support function at HorizonIQ. As Technical Support you are expected to demonstrate strong technical knowledge and a customer service focus for a wide variety of technologies and applications. Technical Support Tier2 employees play a key role in the overall satisfaction level of HorizonIQ customers.

Position Description:

A Technical Support Tier2 employee responds to and resolves customer tickets that include questions, requests for services and technical troubleshooting. Tier2 engineers support the technologies that form the building blocks of scalable and resilient solutions that include, but are not limited to BareMetal, cloud, virtualization, storage, and networking. Tier2s work as part of a team of skilled professionals that together deliver an excellent customer experience. This support extends to both dedicated hardware and virtualized solutions.

General Responsibilities:

• Respond to customer inquiries quickly, efficiently and per HorizonIQ timing goals (e.g., within X minutes).
• Leverage the HorizonIQ ticketing system(s) to track and manage customer requests. Complete ticket information accurately and ensure that all required fields are populated.
• Answer questions, process requests for services and troubleshoot problems accurately.
• Keep customers informed of the progress of their request throughout the resolution process using both written and verbal communication methods.
• Resolve issues quickly, efficiently, and accurately. Leverage HorizonIQ and technical best practices. Resolve issues per HorizonIQ timing goals.
• Troubleshooting and resolution tasks may include:
  1. Clearly identify the capabilities and limitations of the types of solutions that HorizonIQ offers.
  2. Change hosting options as needed while understanding and communicating to the customer any effects that the change may cause.
  3. Understand different Email clients and FTP clients as well as the options they provide.
  4. Fully understand DNS and how it works at distinct levels. Be able to configure a DNS server.
  5. Optimize options for a SQL server to run more efficiently.
  6. Read log files to locate issues with services to get them corrected.
  7. Understand options available with web servers and how changes can affect the entire server.
  8. Backup data to local / remote destinations and be able to restore the data.
  9. Use vCenter / SCVMM to perform actions on virtual machines and ESXi / Hyper-V nodes.
  10. Working with AWS, OpenStack, and Azure environments.
  11. Use monitoring systems to locate systems with issues that need attention.
  12. Manage a server using remote tools, such as KVM / IPMI, when the operating system of a server is not reachable via network.
  13. As needed, check the RAID status, and identify any issues with disks.
  14. Understand firewall / switch configurations and update them as needed.
  15. Ability to navigate a command-line interface to correct common issues.
  16. Ability to follow direction from senior Technical Support Engineers and retain knowledge gained.
  17. SSL configuration and Installation on both Linux and Windows operating systems.

Qualifications/Experience:

• 4 years’ experience in a customer support environment. Business to business support preferred.
• Working knowledge of networking concepts including VLANs, NAT, configuration, IPsec tunnels, VPN, and user creation.
• 4years’ experience with enterprise-class operating systems including RHEL (Red Hat Enterprise Linux), CentOS, Ubuntu, ESXi and Windows Server 2012 R2-2019
• Experience with cPanel and Plesk web control panels.
• Understanding of VMWare systems and tools.
• Working knowledge of web caching software such as memcache and Varnish is preferred.
• Veeam Backup and Replication, specifically VCC and multitenant environments preferred.
• Understanding of OpenStack, VMWare and Hyper-V systems and tools.
• Basic understanding of web technologies (Apache, PHP, MySQL, IIS, MSSQL, etc.)
• Basic understanding of configuring/maintaining web technologies.
• Understanding of logging to diagnose common issues.
• The ability to communicate effectively both verbally and in writing.
• Detail oriented. Organized.
• Demonstrates a sense of urgency.
• Experience working in a team environment.