The Tier 1 Support Engineer reports to the Manager, Managed Hosting Support and supports internal groups, external groups, and customers in the Managed Hosting environment. The Tier 1 Support Engineer provides operations support and is the primary point of contact for Managed Hosting customers while also providing support for the Install group, validating configurations, and resolving install related issues.
The Tier 1 Support Engineer will be responsible for managing customer issues through completion either by resolving the issues directly or following an appropriate escalation path to the Tier 2 Support resources. A background supporting systems hardware will be required to coordinate resources to repair equipment in Internap's data centers. Experience with either Windows or Linux will be required.
1.Provide timely support for systems and applications, responding to customer inquiries via phone and email.
2.Deliver superior customer service through professional, comprehensive, and timely communication for all Incidents.
3.Proactive monitoring and resolution of incidents.
4.Management of tickets escalation to ensure that issues are resolved in a timely manner.
5.Proactively resolve issues using support procedures.
6.Provide feedback to refine and improve of hardware and software deployment process.
7.Support and assist Internap's Operations organization as required.
8.Participation in a 24x7 on call rotation with team.
1.At least 1 year supporting Windows or Linux technologies in a production environment.
2.A commitment to delivering a superior customer experience through direct interaction with customers.
3.Strong interpersonal and communication skills; capable of communicating technical concepts clearly and concisely to end users.
4.Experience working with a ticketing system
1.Experience with Virtualization with VMWare, Xen or similar technologies.
2.Experience with network devices and basic troubleshooting, like switches and firewalls.
3.Experience configuring and maintaining Commvault.
4.Experience with Solar Winds Orion NPM and APM.