Technical Support Consultant L1

Moving forward is impossible without the initial drive to do things differently. Our business is all about the people we come across, whether it's in our everyday interactions or in our vision for the brand.

Knowledge in managing Linux systems (CentOS, Debian, Ubuntu): proprietary package management systems, filesystems (ext3, ext4, xfs, NTFS, FAT32, zfs), proprietary configuration files, etc.;
Knowledge in managing Windows systems;
A basic/ good understanding of network-related concepts such as the TCP/IP stack, VLANs, static routing;
Good understanding of DNS, DHCP, NTP, HTTP, HTTPS;
A basic understanding of storage-related concepts such as RAID schemes;
Excellent English and Romanian writing and communication skills;
Highly developed sense of integrity and commitment to customer satisfaction;
Fast learner, keen for knowledge and curious;
Willingness to work a flexible schedule and night shifts + weekends;
Open to change - given the fast-paced environment.

Resolve product or service problems by clarifying the customer's request, diagnosing the cause of the problem; collaborating with SysOps, NetOps, R&D, and Product Management, selecting and explaining the best solution to solve the request, and by following up to ensure resolution;
Provide technical customer support, problem resolution and follow-ups in the ticketing system;
Escalate troubleshooting requests to the next level of support when necessary;
Actively monitor the infrastructure via alerts and monitoring systems;
Official corporate communications in English for customers regarding outages, new releases and new features, in both written and oral mediums;
Create and maintain knowledge-based articles and documentation on the company’s internal wiki page (for fellow colleagues);
Proactively act as continuous improvement agent for our products;
Actively contribute to the team’s start-up by assisting in developing work-flows and procedures, and in the design of the process of creating unforgettable positive customer experience;
Provide account support where required;
Assist with placement of orders, refunds, or exchanges;
Take part in special projects as needed.