Tech Support Specialist III (2008100)

As one of the nation's largest dedicated hosting provider, The Planet offers a dynamic work environment that values passion, hard work and creative problem solving. You'll find an atmosphere based on mutual respect and trust, with plenty of opportunities to work side-by-side with executives across the company. Above all else, we're a company where what we do is based on principles of integrity, mixed with great opportunities and an open, non-political culture.Our customers are important assets, and we work each day to earn their business and their trust as a valued service provider. Our goal is to create a better world for our customers, with technological innovation, and superior products and service as the cornerstone - and the catalyst - that helps their businesses growth and fuels our success.We offer career development opportunities and continuing education, with competitive salaries and great benefits. Description



The Technical Support Specialist - Level 3 position is a customer support-related role intended to fulfill the needs of The Planet Servers Support Center.

Responsibilities: Ability to absorb and comprehend company-wide interdepartmental escalation and delegation procedures, allowing for the proper transference of various internal- / customer-related services and issues.Ability to communicate with customers via telephone regarding issues and resolutions. Use of electronic tools and communication to support telephone interactions. Finding resolutions to problems and analyzing problem sets that require advanced comprehension of relationships between multifaceted Internet programs, protocols, and an assortment of operating systems.Utilizing our proprietary support ticketing system, therein affording efficient troubleshooting, quality problem solving, and ensuring all requests for information and assistance are processed capably and quickly. Advanced level of knowledge regarding current operating systems and applications allowing for first-rate support to varying levels of users.Advanced level of knowledge in resolving operating system and application/service issues remotely, with no access to a server's physical hardware. Ability to absorb and comprehend Control Panel functions and features to effectively troubleshoot and resolve issues related to the application. (CPanel, Plesk, Ensim, Helm) Handle escalations, support duties and requests for high-priority customers or tasks. Communicate with vendor support regarding resolutions on vendor specific issues.Educate customers on the availability of internal and external resources designed to help resolve support issues.Participate in team meetings, providing input and suggestions to further increase productivity.Perform other various duties as assigned.Required Skills



Qualifications:  1-2 years minimum in technical support or IT call center experience.Demonstrate excellent verbal and written communication skills as well as professional telephone and customer service skills. Should possess advanced analytical skills, and professional interpersonal relationship skills.2-3 years web server / mail server / basic networking experience. Must have an advanced knowledge of one or more of the following operating systems: o Windows 2000/2003 Server o Red Hat Linux o Other Unix-based platforms.Must have an advanced knowledge of the following: o HTTP Protocol o DNS Protocol o SMTP Protocol o POP3 and IMAP Protocol o SQL Service o FTP and SSH o IIS o MS Terminal Services (Remote Desktop Protocol) o Network Connectivity o OSI Troubleshooting o SSL o Working knowledge of bash scripting.Must have advanced ability to use the following applications and operating systems: o Windows XP o Microsoft Internet Explorer or Mozilla Firefox o Microsoft Outlook Client and/or Microsoft Outlook Web Access Client.

Other: CCNA, MCSE, RHCE; must be certified in one or more. Required Experience

Must have a High School Diploma or equivalent, some college or higher education courses preferred. Must have flexible shift availability, including nights and weekends. Shift: * First Shift (Day), Second Shift (Evening), Third Shift (Night). Subject to Essential Operations staffing policy, requiring availability 24/7/365. Submitting a resume online at a job site could cause valuable screening information to be missed.Please apply directly at: http://hostedjobs.openhire.com/epostings/jobs/submit.cfm?fuseaction=dspjob&jobid=180263&company_id=15849&jobboardid=24We are an Equal Opportunity Employer