Hostway System Support Technician L1 (3rd Shift) in Austin, Texas

COMPANY OVERVIEW:

We are first and foremost a service company, enabled by technology… not the other way around. We believe that service is the core to creating a vibrant, “built-to-last”, organization. If what I’ve said isn’t a mission you can get behind, or you are looking for a big paycheck to do more “directing” than “doing”… stop reading.

Still with us? You likely believe that there is more to a job than just getting paid, and that the mission really matters. Good. Because we believe that too.

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. Hostway’s core products include Managed Hosting, Cloud Hosting, Web Hosting and Email and Applications. For more information about Hostway, please visit http://www.hostway.com.

POSITION PURPOSE:

The System Support Technician will have a variety of responsibilities in a fast-paced environment. System Support Technicians are responsible for tasks ranging from local hands on and remotely handling server related issues, building and imaging servers, to supporting customers via online chat, phone and email. The ideal candidate is highly motivated, imaginative, innovative, easy to work with, and excited to learn new, cutting-edge technologies.

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES:

  • Install hardware upgrades in existing servers.

  • Escalate incidents and requests according to internal company policies and procedures.

  • Perform basic troubleshooting of live servers.

  • Communicate with Hostway Cloud and Managed servers’ customers and Hostway employees over the chat, phone, and via email to capture, document and resolve service incidents and requests.

  • 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.

  • Build, image, and install rack mountable servers with custom configured operating systems (Windows, Linux) while maintaining proper documentation during and after server deployment.

  • Fabricate and run network cables

  • Assist and educate customers on essential use of products and services

  • Participate in team meetings, providing input and suggestions to further increase productivity

  • Maintain inventory accuracy in DCIM tool and update DCIM tool data through system transactions

  • Perform other duties as assigned

  • Demonstrate willingness to learn, improve and work efficiently in a team according to performance requirements and standards set by the company.

Requirements

DESIRED MINIMUM QUALIFICATIONS:

  • Bachelor degree in a related field such as Computer Science or at least one year of equivalent work experience.

  • Computer hardware knowledge. (server experience a plus)

  • Experience building, imaging and installing rack mountable servers is an asset.

  • Basic understanding of computer networking.

  • Experience installing and configuring Windows or Linux systems.

  • Knowledge of IP tables and Windows Firewalls.

  • Fundamental knowledge of web, application, email, and database servers.

  • Basic administrative operating system support and troubleshooting experience.

  • Working knowledge of internet technology and web hosting.

  • Effective verbal and communication skills.

  • Must be well organized and detail-oriented and have excellent interpersonal skills.

  • Ability to follow written and verbal instruction and assist remote employees handling datacenter and server related issues.

  • Must have flexible shift availability including evenings, overnights, weekends and some holidays.

  • Must have excellent problem solving and the ability to prioritize tasks and responsibilities

  • Possess the desire to take on advanced responsibilities

Benefits

Hostway offers a competitive salary and benefits including Earned Time Off, free Medical to Employees, Dental, retirement plan with 401(k) match, and much more. If you are interested in joining a profitable, growing, and dynamic company, we want to hear from you!

Hostway is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, age, national origin, disability, veteran status, sexual orientation or any other classification protected by Federal,State or local law.

Hostway thanks all candidates for their interest; however, only shortlisted candidates will be contacted.