Position Title: Junior Support Engineer (JSE)

Basic Description:
JSEs will be responsible for resolving the bulk of technical support issues for our VPS customers. They take ownership of issues and quickly resolve them or escalate them to the Support Engineer team.

Job Description and Responsibilities:

* Support VPS customer base
* Act as the first level support for Dedicated customer issues via phone calls, email, or live chat, averaging 15 * 20 inbound requests a day
* Create accurate tickets based on inbound customer requests
* Troubleshoot issues, execute a course of action, test the issue to see if it is resolved, and reply back to the customer with the results
* Document issue resolution
* React to server monitors quickly and with the intention of resolving the issue
* Work on issues in the ticket queue oldest issue first while prioritizing high impact issues
* Identify Priority 1 and 2 issues
* Adeptly utilize resources both within and outside Hosting.com to resolve issues
* Basic to intermediate server administration and restarting of services
* Learn and maintain knowledge of all proprietary tools and systems to ensure proper handing of customer issues
* Document work to submit for new KB articles
* Resolve on average between 20-30 routine issues a day accurately and quickly
* Ability to help clients resolve client side issues as well as document server side issues
* Ability to quickly recognize difference between server side and client side issues
* Respond to customers in a timely manner
* Work all other queues as assigned
* Assist in other tasks as assigned
* Contact vendors as needed
* Work with other departments as needed

Education:
* Bachelor*s degree in computer science, or equivalent combination of education and experience.
Qualifications / Skills Required:
* Experience with web server scripting languages like PHP, ASP.NET, ColdFusion, JSP
* Experience with web server platforms like Apache, IIS
* Excellent verbal and written communication skills
* Strong interpersonal skills
* Strong organizational skills
* A strong troubleshooting methodology
* Excellent customer service focus
* Ability to work independently or as a team to approach problems creatively and resolve them in an effective and timely manner
* Must successfully complete Junior Support Engineer (JSE) training including the exam
* Knowledge of ticketing and customer management tools a plus


TO APPLY: http://www.hosting.com/aboutus/careers/

Hosting.com is an Equal Employment Opportunity / Affirmative Action Employer (EEO/AA) All qualified applicants will receive equal consideration for employment without regard to race, color, national origin, religion, sex, marital status, sexual orientation, gender identity, age, physical or mental disability, covered veteran status and any other characteristics protected under federal, state or local law. Women and minorities are encouraged to apply.

Should you require an accommodation to apply for a posted position please contact
Human Resources or email careers@hosting.com.