EuropeCustomer Support Technician
6 дн. назад
EuropeWorldwideRemote
whmcsslack
Provide 1st and 2nd line technical support and troubleshooting for VPS, connectivity, and networking issues in a fully remote role.
Обязанности
- Provide prompt, professional technical support via email, live chat, Slack, ticketing systems such as WHMCS, and rarely by phone
- Provide 1st and 2nd line technical support and handle Tier 2 escalations when appropriate
- Troubleshoot VPS connectivity, remote access, operating system, software, hardware, and networking issues
- Diagnose and resolve technical issues efficiently while meeting committed SLAs and response times
- Investigate issues by collecting relevant technical information such as IP addresses, error messages, screenshots, system details, and connection data
- Manage multiple customer inquiries simultaneously while maintaining accuracy and a high level of customer satisfaction
- Proactively monitor open issues and follow up with customers to ensure problems are fully resolved
- Guide customers through the installation, configuration, and use of products and services
- Explain technical concepts, troubleshooting steps, and recommended solutions clearly to both technical and non-technical users
- Escalate complex technical issues to senior technicians with complete diagnostic information and documented troubleshooting steps
- Work closely with the wider IT team to resolve more advanced technical problems
- Follow established processes, procedures, and troubleshooting documentation , while identifying opportunities to improve them
- Create and maintain knowledge base articles, troubleshooting guides, technical documentation, and internal processes
- Track customer interactions, troubleshooting steps, issues, and resolutions accurately
- Collect and relay customer feedback to help improve products, services, and support processes
- Assist with IT projects and technical initiatives as assigned
- Participate in rotating on-call coverage for internal and customer production issues
- Support sales inquiries by providing technical guidance and product-related information when needed
Будет плюсом
- Experience supporting Linux servers , particularly Ubuntu or Debian
- Knowledge of Windows Server 2019/2022
- Experience supporting and troubleshooting various Linux-based systems
- Basic understanding of networking protocols and fundamentals, including: TCP/IP
- DNS
- DHCP
- VPN
- VLANs
- Firewalls / ACLs
- Switching
- Experience working in a fast-paced IT environment
- Previous experience in financial services, FX, trading, or similar environments is a plus
- Relevant certifications such as CompTIA A+, Network+, Security+, or Server+ are a plus
Другое
- Our client is a fast-growing technology company providing latency-sensitive VPS, dedicated hosting, and colocation solutions to a global customer base, primarily supporting FX brokers and retail traders .
- They are looking for an assertive and technically curious Customer Support Technician who enjoys solving technical problems, working directly with customers, and growing their expertise across infrastructure, networking, and systems.
- 📍 Location: Fully Remote 🕐 Schedule: Monday–Friday, 06:00–14:00 BST (UTC+1)
- This is a hands-on support role where you'll provide 1st and 2nd line technical support , including handling Tier 2 escalations when appropriate . You'll troubleshoot real-world software, hardware, VPS, connectivity, and networking issues while taking ownership of customer problems from initial report through resolution.
- Experience in technical customer support, IT support, help desk, or a similar role
- Strong troubleshooting and problem-solving abilities
- Excellent written and verbal English communication skills
- A proactive attitude and a genuine interest in helping customers solve technical problems
- Patient, professional, and empathetic approach when working with customers
- Ability to communicate effectively with customers with different levels of technical knowledge
- Ability to manage multiple customer inquiries simultaneously while maintaining accuracy and customer satisfaction
- Strong organizational skills and the ability to prioritize tasks, meet deadlines, and respond promptly to customers
- Ability to work independently while collaborating effectively with a technical team
- Ability to clearly document troubleshooting steps, processes, instructions, and resolutions
- Experience working with ticketing or customer support platforms such as WHMCS, Jira, Zendesk, ServiceNow, or Freshdesk
- Ability to gather and document complete diagnostic information before escalating technical issues
- Comfortable following established processes while proactively looking for ways to improve them
- Willingness to continuously learn new technologies, processes, and technical skills
- An assertive, adaptable, and growth-oriented mindset with a strong desire to develop within a technical environment
- Work with a global customer base across the financial and FX industry
- Get hands-on exposure to latency-sensitive VPS, dedicated hosting, Linux, Windows, networking, and infrastructure
- Solve real technical challenges rather than following a purely scripted support process
- Work with customers ranging from technical professionals to non-technical users
- Join a team that values continuous learning, ownership, and technical growth
- Work closely with experienced technical team members and expand your responsibilities
- Develop deeper expertise across systems, networking, hosting, and infrastructure
- Join a growing company with opportunities to take on more responsibility as the team and technology environment expand
- Our client provides latency-sensitive Dedicated/VPS hosting and colocation services primarily to FX brokers and retail traders across global financial markets.
- The company currently operates infrastructure in New York and London , with plans to expand into Asia in the future.
- The forex market operates 24 hours a day, six days a week across major financial centers worldwide, so support operations are aligned with extended market hours to ensure timely customer assistance. The role therefore includes rotating on-call coverage for internal and customer production issues.
- If you're an assertive, technically curious support professional who enjoys troubleshooting, helping customers, learning new technologies, and continuously improving your technical skills, this could be a great next step.