Web Hosting Support Engineer

About NETLINKS

Job Summary

Under the direct supervision and in close coordination with the Web Hosting and Domain Registration Manager the Web Hosting and Domain Registration Assistant is responsible to provide first line support on the information technology, web hosting, domain registrations, handling incoming calls, assigning and managing calls, providing necessary guidelines to the customers, solving customer issues and problems related to domain registration and web hosting, providing general administrative support to the department.

Duties & Responsibilities

Responsible for providing high level Customer Satisfaction for escalated web-hosting technical support to our customers, focusing on issue resolution.

To provide technical support to clients via Email, Chat and Telephone. Troubleshooting Hosting Server / Email / Database issues / Website Issues and other technical issues related to Web Hosting.

Ability to use basic system administration tools and processes; such as email application, web browsers, HTML, CSS, DNS , POP3, database applications, and other web hosting related products.

Proficient knowledge of FTP, uploading and downloading files, file structure, and permissions within a hosting environment.

Exercise good judgment using processes & procedure to determine appropriate course of action for the customer.

Remain fully aware of the availability of all products and services related to Web Hosting in the company so that every opportunity to meet our customer's needs is taken.

Ability to provide clear and concise communication to the customer both oral and written, to provide problem resolutions to customers.

Create new Ticket Requests and contact Data Center Support and customer as needed to resolve customer concern. Track Ticket Requests until issue is resolved.

Keep updated on all developments and changes, taking ownership to obtain and learn all information provided to resolve the web-hosting customer's issue.

Actively support, at all times, company policy and best practices in the area of security, with special emphasis on the protection of sensitive customer information.

Actively monitor the servers on daily basis for any blacklist or spam issues and resolve the issue if there are any.

Access, use or disclose, customer information only when you need to do so to perform your operation duties.

Provide a weekly report of your tasks to your Supervisor/Line Manager.

Any other tasks assigned by the supervisor.

Job Requirements

BS degree in Information Technology, Computer Science or equivalent.

Good knowledge of Linux system.

Ability of working with Joomla and WordPress.

At least one year proven working experience in enterprise web hosting and domain registrations technical support and knowledge of IT.

Good analytical and problem solving skills.

Excellent client-facing skills.

Excellent written and verbal communication skills.

Ability to deal with difficult callers.

Logical thinker.

Up-to-date technical knowledge.

An in depth understanding of the software and equipment that clients/employees are using.

Good and accurate records keeping.

Submission Guideline

Interested candidates should send their resumes via e-mail to following email clearly indicate in the subject line the title of the position and Vacancy Announcement Number, Applications received after the closing date will not be considered.
Only short-listed candidates will contact for a written test.
Female are highly encouraged to apply.

Functional Area

IT

Countries

Submission Email

hr@netlinks.af

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