Tier 3 Technical Support

Company Summary:

Technical Support Tier 3 employees play a key role in the customer support function at HorizonIQ. As Technical Support you are expected to demonstrate strong technical knowledge and a customer service focus for a wide variety of technologies and applications. Technical Support Tier 3 employees play a key role in the overall satisfaction level of HorizonIQ customers.

Position Description:

A Technical Support Tier 3 employee responds to and resolves customer tickets that include questions, requests for services, and technical troubleshooting. Tier 3 engineers 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. Tier 3s work as part of a team of skilled professionals that together deliver an excellent customer experience. This support extends to both dedicated hardware and virtualized solutions.

General Responsibilities:

• Respond to customer inquiries quickly, efficiently, and per HorizonIQ timing goals (e.g. within X minutes).
• Leverage the HorizonIQ ticketing system(s) to track and manage 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 and internal stakeholders informed of the progress of their requests throughout the resolution process using both written and verbal communication methods.
• Resolve issues quickly, efficiently, and accurately. Leverage HorizonIQ and technical best practices. Resolve issues per HorizonIQ timing goals.
• Have an in-depth understanding of HorizonIQ products and be able to advise on a proper solution to meet the customer needs.
• Provide leadership and escalation assistance to the T1 and T2 team.
• Troubleshooting and resolution tasks may include:
  1. Clearly identifying the capabilities and limitations of the types of solutions that HorizonIQ offers.
  2. Changing hosting options as needed while understanding and communicating to the customer any effects that the change may cause.
  3. Understanding different Email clients and FTP clients as well as the options they provide.
  4. Troubleshooting DNS and how it works at different levels. Being able to configure a DNS server.
  5. Optimizing and troubleshoot issues with MSSQL and MySQL.
  6. Understanding options available with web servers and how changes can affect the entire server.
  7. Backup data to local / remote destinations and be able to restore the data.
  8. Using vCenter / SCVMM to perform actions on virtual machines and ESXi / Hyper-V nodes, including clusters with DRS/HA, upgrading software versions, log review, and troubleshooting.
  9. Working with Windows technologies such as Hyper-V, SCVMM, Failover Clustering, IIS Manager, PowerShell, DFS, etc.
  10. Working with Linux operating systems from the command line
  11. Using monitoring systems and logging to locate systems with issues that need attention.
  12. Working with cPanel/Plesk from the command line and interface.
  13. Managing a server using remote tools, such as KVM / IPMI, when the operating system of a server is not reachable via network.
  14. As needed, check the RAID status and identify any issues with disk.
  15. Firewall / switch / Load balancer /VPNs configurations and updates, Big-IP F5 and NSX.
  16. SSL configuration and Installation on both Linux and Windows operating systems.
  17. Working with AWS, OpenStack, and Azure environments.
  18. Creating and troubleshooting different types of Veeam Backup and Replication jobs.
  19. Zerto replication and disaster recovery orchestration.

Qualifications/Experience:

• 4 years experience in a customer support environment. Business-to-business support is preferred.
• 4 years' experience with enterprise-class operating systems including RHEL, CentOS, Ubuntu, ESXi and Windows Server 2012 R2-2019
• Working knowledge of networking concepts including, VLANs, NAT, configuration, IPsec tunnels, VPN, load balancing, and user creation.
• Experience with cPanel and Plesk web control panels.
• Understanding of OpenStack, VMWare, and Hyper-V 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.
• Understanding of configuring/maintaining web technologies (Apache, PHP, MySQL, IIS, MSSQL, etc.)
• The ability to communicate effectively both verbally and in writing.
• Able to participate in an on-call rotation.
• Experience working in a team environment.
• Programming or scripting experience is helpful, but not necessary.
• Technical certifications are preferred.