Tier 3 Technical Support


: $52,980.00 - $87,220.00 /year *

Employment Type

: Full-Time


: Information Technology

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GENERAL DESCRIPTION: Tier 3 Technical Support play a key role in the customer support function at INAP. You are expected to demonstrate technical expertise and a customer service focus for a wide variety of technologies and applications. As a Tier 3, you will utilize technologies that form the building blocks of scalable and resilient solutions to include networking, servers, and storage. You will work as part of a team of skilled professionals that will work alongside of you to provide the very best experience for our clients. You will provide support to both dedicated hardware and virtualized solutions. You are responsible for advising on industry best practices and standards to customers with security, scalability and performance in mind. You are required to solve problems using a wide variety of resources and tools available to you. A Systems Administrator will have a strong working knowledge of current technologies while continuously learning about new technologies and best practices. You will also act as the last line of escalation to troubleshoot the most complex problems submitted by our customers. SPECIFIC RESPONSIBILITIES: Assist technically our major accounts; Collaborate with our external vendors during resolution of customers' issues; Act as the last level of technical escalation; Assist the customers during complexes changes; Contribute to project management; Test and put into production our new products; Work with our customers and sales engineers to find innovative solutions; Contribute to the development (training, coaching, etc.) of the system administrators 1 and 2; Take an active role in corporate technological awareness; Participate in after-hours on-call emergency pager rotation (24/7). QUALIFICATIONS/EXPERIENCE: Mastery of Linux (Apache, Nginx, MySQL, DNS), CentOS, Debian, Ubuntu Windows administration skills (IIS, Sql server), Windows 2012, 2016, 2019 Knowledge of virtualization environments (VMware, Hyper-V, OpenStack) Knowledge of control panels, such as Cpanel. Mastery of high availability environments: load balancer (HAProxy and keepalived), DRBD, Pacemaker, Corosync Storage technologies management (NAS, SAN) Programming and task automation (Bash, Python, Ansible) Mastery of IOS/Junos OS (VPN, Firewall, ACL, LAN, WAN) Teamwork Professionalism, sense of responsibility and autonomy Good management of priorities and stress Ability to overcome difficulties and solve problems with a positive attitude Good communication skills, clear and effective, both verbal and writing (English and French) Ability to earn and maintain respect of others by being credible and honest while building relationships with colleagues at all levels of the organization. Determination to provide an excellent customer service at all time 5 years experience in Linux and Windows Systems Administration
Associated topics: assist, assistance, deskside, network, patient, pc, support analyst, technician i, technician iv, technology * The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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