System Support Administrator Level ll

Hostway

(Austin, Texas)
Full Time Evenings Weekends
Job Posting Details
About Hostway
Hostway Corporation is a leader in Cloud, Managed, and Hybrid Hosting. Hostway delivers reliable, secure, and scalable Infrastructure-as-a-service (IaaS) solutions to over 500,000 customers worldwide. Hostway has emerged as one of the largest cloud hosting and Infrastructure-as-a-Service providers in the world due to the company’s expertise in developing secure, multi-tenant hosting environments and is committed to providing SMB's and large enterprises with cost effective business solutions.
Summary
The System Support Administrator L2 will have a variety of responsibilities in a fast-paced environment. System Support Administrator L2s are responsible for tasks ranging from building and imaging servers to supporting customers via phone and email support, as well as participating with internal projects and working with large enterprise customers. The ideal candidate is highly motivated, imaginative, innovative, easy to work with, and excited to learn new, cutting-edge technologies.
Responsibilities
* Engage with our customers using both phone and customer portals. * Support both Windows and Linux dedicated and Virtual Server customers. * Assist and educate customers on basic and advanced use of products and services. * Educate customers on the availability of internal and external resources. * Fully comprehend and execute company-wide interdepartmental escalation procedures. * Serve as an escalation/de-escalation point with support requests coming from other teams/divisions. * Be responsible and take full ownership of any ticket/call/escalation until fully resolved. * Maintain frequent communication with customers to ensure all assigned escalations/de-escalations are followed from start to resolution. * Document and track all inbound and outbound customer contacts on Hostway’s proprietary system. * Follow established protocols, procedures, and policies, and meet arranged service level agreements. * Participate in team meetings and provide input and suggestions to further increase productivity. * Demonstrate willingness to learn, improve and work efficiently in a team according to performance requirements and standards set by the company. * Perform other duties as assigned.
Ideal Candidate
* At least 2 years’ experience in a technical support or server administrator position. * Must have flexible shift availability including nights and weekends. * Experience supporting Windows and/or Linux operating systems. * Server hardware knowledge (hands-on experience is an asset). * Knowledge of IP tables, Windows Firewalls, VPN configuration/setup and Alert Logic. * Working knowledge of Apache, MySQL and IIS. * Working experience with Azure, VMWare and AWS. * Technical writing experience. * Excellent problem solving skills and the ability to prioritize tasks and responsibilities. * Effective verbal and communication skills. * Must be well organized and detail-oriented and have excellent interpersonal skills. * Desire to take on advanced responsibilities. * Appreciate the value of mentoring and promoting technical growth of all team members.

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