Sr. Tech Support Engineer

hace 5 días

Heredia, Costa Rica Auxis A tiempo completo

Job Summary:
The Jr. Linux/System administrators support their clients through the tickets and phone.

**Responsibilities**:

- Working directly with our customers, provides timely responses and resolutions to Tier 1 customer support requests, ultimately resulting in high customer satisfaction.
- Performs diagnosis using documented procedures, troubleshooting techniques and approved tools to solve Tier 1 technical issues.
- Ensures that all support activity is logged with complete information into the ticketing tool and assigned with appropriate category and priority.
- Contribute quality content to our support knowledgebase.
- Collaborate with internal teams to provide tailored support solutions.
- Collaborate with key partners in the company.
- Makes moderate adjustments and proposes minor improvements to processes, systems, or products; innovates.
- Accountability

Skills and Experience:
**Basic Qualifications**:

- Technical degree or equivalent experience
- 4+ years of technical customer support experience, working directly with external customers
- Ability to communicate technical problems and issues succinctly and clearly
- In-depth knowledge of network protocols and standards (e.g. TCP, LDAP, DNS, SSH)
- Exceptional analytical & customer service skills

**Preferred Qualifications**:

- Experience and knowledge of administering Linux based systems and bash scripting
- Knowledge and experience of cloud-native services
- Performance monitoring

**Languages**:
Spanish: Fluent

English: B2

**Software and Programs**:
Jira, Office licensing, GCP accounts and/or AWS accounts, Active Directory, Antivirus, SolarWinds, Slack, Nagios, SQL knowledge

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