Key Responsibilities:

• Monitor and respond proactively to RMM alerts.
• Reply to customer tickets within 20-35 minutes based on SLA.
• Resolve high-priority alerts within 45 minutes, collaborating with the team as needed.
• Provide customer support by answering the NOC support phone line.
• Follow procedures for handling abuse complaints related to systems and customers.
• Troubleshoot failed backups and escalate if SLA violations occur.
• Assist in training and supervising new employees.
• Complete assigned online training and vendor certifications.
• Build strong working relationships with clients and team members.

Daily Tasks:

• Troubleshoot issues related to web hosting, backups, hypervisors, or DaaS as needed.
• Monitor the helpdesk and provide first-line support for client issues.
• Collaborate with the team to understand complex environments and create or update documentation.
• Escalate urgent issues to senior engineers when necessary.
• Document all actions in the ticketing and asset management systems, maintaining detailed notes.
• Learn and familiarize yourself with the organization’s supported software and hardware.
• Support various projects as directed by management.
• Assist with writing and planning documentation as required by management.

Company Values:

• Collaboration – NOC staff work as a team, relying on their experienced teammates for growth. They ask questions, share ideas for feedback, and contribute to a positive and productive work environment.
• Vigilance – NOC staff stay aware of changing priorities, adjusting their focus as needed to handle the most urgent tasks based on current workloads.
• Initiative – NOC staff utilize all available resources—documentation, research, team input, and escalation—to deliver the best outcomes efficiently and flexibly.
• Attention to Detail – NOC staff ensure issues are thoroughly resolved, seeking long-term solutions and deepening their understanding of the environment and technologies. They rely on evidence, not assumptions.
• Service – NOC staff hold themselves accountable for delivering quality results to customers. They communicate clearly, promptly, and professionally, using available resources to ensure the best customer experience.

Required Skills, Experience, Education, Certification:

• Associate or bachelor’s degree in computer science or a related field, or equivalent experience.
• 3+ years of experience in a technical support role focused on troubleshooting, preferably in a web hosting environment.
• Strong skills in note-taking and technical documentation.
• Proven ability to prioritize and manage multiple tasks effectively.
• Ability to work both independently and in a team setting.
• Capability to work efficiently throughout the full shift, with strategic break management.
• Strong knowledge and experience with both Linux and Windows server environments, including some OS internals.
• Solid understanding and troubleshooting skills in networking (Layers 2, 3, and 7) and DNS.
• Experience with web hosting technologies such as web servers, DNS servers, database servers, application servers, mail servers, server runtimes (e.g., PHP, ASP.NET), or hosting panels (e.g., cPanel).
• Experience with Hyper-V and a working knowledge of failover clustering.
• Excellent English communication, customer service, and writing skills.
• Basic experience with either Windows PowerShell or Linux shell scripting.

Physical Requirements:

• Ability to sit and work at a computer for extended periods.

Preferred Skills, Experience, Education, Certification:

• Familiarity with Zendesk.
• More than 2 years of technical experience in a web hosting environment.
• Experience with Desktop as a Service (DaaS) environments, particularly FSLogix, Parallels RAS, or Citrix.
• Proficiency in multiple scripting languages, especially platform-independent ones like Python, Ruby, or Perl.
• Experience with configuration orchestration tools like AWX.
• Relevant certifications for any required skills.
• Supervisory or mentoring experience.
• Experience contributing to documentation.