Responsibilities:

* Monitor events/alerts and resolve or escalate to the appropriate team 

* Gather/establish required information for handling customer issues 

* Manage customer expectations regarding estimated response times for issue resolution 

* Resolve issues via phone, email, chat 

* Meet SLAs like response and resolution times by working other tiers 

* Extensively research and document customer technical issues 

* Collaborate with Technical Support team members to properly manage customer inquiries and escalate when appropriate 

* Own customer technical issues from initial report to resolution, communicating with customers regularly regarding issue status 

* Run monitoring reports for usage, performance and/or availability 

Requirements:

* Average / General experience in managing Linux systems (redhat, centos, debian/ubuntu (install, setup, configuration, lifecycle management: updates/patching, backup/dr, etc.)) 

* General experience in managing Windows systems (install, setup, configuration, lifecycle management: updates/patching, backup/dr, etc.) 

* Detailed knowledge of networking protocols and troubleshooting: DNS, HTTP, SSL, TCP 

* Experience operating and troubleshooting email services and SMTP 

* Excellence in technical communications with both technical and non-technical peers 

* Strong analysis and troubleshooting skills and experience 

* Minimum 3 years of Linux experience

* Multi Tasking Skills

* Advanced English skills (reading, writing and speaking) 

Nice to have:

* Bachelor's Degree in Computer Science, Math, or related discipline, or equivalent work experience 

* Past experience (1-2) as a systems administrator, network engineer, or cloud engineer or similar technical position/role 

* Customer service experience / strong customer focus 

* Monitoring experience for application performance, uptime and fault management (checkmk, nagios) 

* Experience supporting a 24x7 Internet-oriented production environment 

• * RHCSA Certification 

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