A Technical Support Tier1 employee responds to and resolves customer tickets that include questions, requests for services and technical troubleshooting. He/she will also advise customers on industry best practices and standards related to security, scalability, and performance. Tier1s work as part of a team of skilled professionals that together deliver an excellent customer experience.

Technical Support Tier1s 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. This support extends to both dedicated hardware and virtualized solutions.

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  Respond to customer inquiries quickly, efficiently and per INAP timing goals (e.g. within X minutes).
• Leverage the INAP ticketing system(s) to track and manager 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 INAP and technical best practices. Resolve issues per INAP timing goals.
• Troubleshooting and resolution tasks may include: o Clearly identify the capabilities and limitations of the types of solutions that INAP offers.
• o Change hosting options as needed while understanding and communicating to the customer any effects that the change may cause.
• o Understand different Email clients and FTP clients as well as the options they provide.
• o Fully understand DNS and how it works at different levels. Be able to configure a DNS server.
• o Optimize options for a SQL server to run more efficiently.
• o Read log files to locate issues with services to get them corrected.
• o Understand options available with web servers and how changes can affect the entire server.
• o Backup data to local / remote destinations and be able to restore the data.
• o Use vCenter / SCVMM to perform actions on virtual machines and ESXi / Hyper-V nodes.
• o Use monitoring systems to locate systems with issues that need attention.
• o Manage a server using remote tools, such as KVM / IPMI, when the operating system of a server is not reachable via network.

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  2 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.
• 2 years’ experience with enterprise-class operating systems including RHEL, 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.
• 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 sense of urgency.
• Experience working in a team environment.