Serves as a key element within the company's support infrastructure and provides a basic level of technical support to our customers over the phone, chat and/or via support tickets. Ownership of basic customer issues which may take up to one day to resolve fully. Applies creative problem-solving techniques to identify the source of problems, while at the same time keeping the customer aware of every step along the way via the ticketing system. Solves customer's technical issues which can include OS level, webserver, database server, applications server, DNS, SMTP, user management and permissions, or other software issues. Requirements Key Accountabilities Monitors alerts and create tickets accordingly. Handles level-appropriate customer support requests via phone, chat, and the ticket system. Escalates support requests according to escalation procedures. Schedules and coordinates level-appropriate maintenance. Troubleshoots and resolves system service issues and OS level issues. Creates and maintains customer loyalty by serving customers above an beyond their expectations. Due to the 24x7 operations of the business, must be able to work a flexible work schedule, may include nights, weekends, holidays, emergency escalations, etc. PERSON SPECIFICATION: English proficiency a must Generalknowledge of servers/computer hardware and software. Working knowledge of DNS, including diagnostics with Unix tools. Basic knowledge of Linux OS. Basic knowledge of network fundamentals. General knowledge of relevant web services, mail, MBU, Linux and monitoring applications. Basic knowledge of MySQL. Drive to continually expand knowledge in the areas of new technological developments and trends. Attention to detail in documenting information and ability to show ownership of follow through in customer resolutions. Solid problem-solving abilities coupled with a desire to take on responsibility. Strong written and verbal communications skills Requires a high school diploma/GED AND 1–2 years general technical support experience AND/OR up to 18 months web hosting experience. Bachelor’s degree in Computer Science, Engineering, or related field preferred. Any technical certifications a plus.