TECHNICAL SUPPORT LEVEL 2
Our culture is based on a core team of professionals always striving to deliver the best solutions for our clients. We value honesty, enthusiasm, respect, ownership, excellence and a service oriented attitude. This culture is essential to our success, distinguishing us from our competition and enabling us to hire and retain the best and brightest people in this business. You must be willing to go the extra mile for our customers in an environment where hard work and passion for the role are rewarded.
Please keep in mind that all hardware is remote and will not be on any Active Directory domain. Knowledge of standard Web applications is a must.
Role responsibilities: The primary focus of the Level 2 Technical Support Specialist is performing end-user high level of technical support through ticket system.
- Resolution of 2nd level support queries for all issues escalated from Level1 Technical Support;
- Escalation of support queries to 3rd level where appropriate;
- Proactively looking to improve our service to customers by being sensitive to their business needs;
- Continuously improving product and technology knowledge, researching new and complementary products and suggesting changes to the product portfolio.
- Daily interaction with variety of clients. Must refer questions or concerns outside own knowledge area to other team members in order to achieve client satisfaction.
Experience/Skills Required:
- Minimum of 2 years of technical support / software consultancy experience;
- Ability to communicate effectively with customers who may have a limited knowledge of computer systems operations and equipment.
- Outstanding written and verbal communication skills in English;
- Collaborative and consultative work style;
- Must have a strong working knowledge of LAN and WAN networks with experience in troubleshooting LAN/WAN, server and TCP/IP networking problems.
- Proficiency with DNS, DHCP and HTTP
- MySQL, Database and system backup
- Apache server (Virtual Sites)
- BIND server
- Exim
- Linux Red Hat Enterprise, CentOS
- PHP, Perl and bash scripting
- Managing 24/7 servers and service monitoring
Experience desired:
- Bachelor's Degree or equivalent preferred;
- Knowledge or experience of HTML / CSS;
- Proficiency with Microsoft Windows Server 2008
- PostgreSQL
Meeting the following requirements is a PLUS:
- Experience with cPanel/WHM
- Tomcat/Glassfish/JBoss management
- Knowledge in OpenVZ containers and/or Hyper-V
- Experience in a web hosting company
This position resolves technical issues and provides procedural guidance, training and support.
Please, keep in mind that we may ask you to provide at least 2 contacts for references. Candidates with references will have an advantage joining our successful team.
We offer:
- Competitive Salary (depending on the experience)
- Professional development opportunities.
- A future and a potential for growth in an international company.
Please send us your CV at jobs@mochahost.com
Only short-listed candidates will be contacted.
We are the Mochahost family and we are always looking for new family members. Founded in 2002 Mochahost gained an indisputable reputation of a leader on the hosting market proving that great service does not always come on a high price. Our company purpose is to “Strive to always provide superior, and the most affordable global technological solutions to businesses, and people.” Headquartered in heart of the Silicon Valley we take pride in the great diversity of services we offer, our “Mighty support team” and the worldwide recognition we have worked our way to – having clients from 195 countries. We have been growing exponentially into a model company in the web hosting business and we continue to do so. 
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