The Technical Support Specialist provides general technical support across one or more customers, products, services or projects. This includes things like helping customers set up their accounts, resolve configuration issues, helping them understand how to use a product or service and any other help customers may need.

The specialist will also be the first point of contact for incoming support issues (calls, emails, tickets). This is where all incoming tickets are triaged and then routed to the appropriate team or tier.

 It is a great opportunity to get started in your IT career.

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 

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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