Lead, Dedicated Hosting Support I

Affinity Internet is one of the leading web site, ecommerce and online marketing services providers for web professionals and small businesses. Affinity's next-generation hosting infrastructure and core systems deliver the industry's most reliable solutions; backed by a dedicated team of ?success guides? ? knowledgeable consultants with a passion for serving small businesses and a dedication to ensuring their growth and success. We offer a competitive compensation package that includes stock options, 401K, medical, dental, vision, disability, life insurance and paid time off.

 

POSITION PURPOSE:

Work as part of a team supporting dedicated hosting services and servers.  Provide advanced level technical support thru ticket notification and communications with subscribing customers via telephone and email.  Maintain a high level of operational integrity of all customers facing system using Linux and Windows operating systems and various hardware platforms

 

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES:

? Assist manager(s) as necessary and oversees the floor operations when manager(s) is not available.

? Complete weekly staffing schedules and ensure that all shifts are covered.

? Expected to maintain confidentiality and professionally resolve most escalations from team members.

? Make sound decisions based on company and departmental guidelines.

? Fill in for staff, as required, during breaks or other absences.

? Complete special projects delegated by manager when requested.

? Monitor and updated incidents with resolutions, system administration, and / or recovery action in accordance with company and departmental guidelines using CMS and Talisma.

? Provide technical support to customers via phone, email, and company ticketing system.

? Assist in the testing and execution of technical service including but not limited to the testing of new software and images.

? Ensure that best practices and industry standards are maintained in all areas as it relates to the dedicated hosting operations.

? Perform other duties assigned.

? Liaise with Dedicated Hosting Support II, Dedicated System Administration, Dedicated Customer Service, and Dedicated Server Deployment.

? Interact with customers regularly via phone, email, discussion boards, and knowledge bases.

? Ability to use judgment of when and when not to escalate issues to the next level.

 

DESIRED MINIMUM QUALIFICATIONS:

Education and Experience:

? High school diploma

? Minimum 6 months of technical support experience in Linux and Windows based systems (preferably in a web hosting / dedicated server environment).

? Ability to manage and coordinate multiple projects

? Strong organizational skills

? Strong verbal and written communication skills.

? Excellent customer service skills.

? Must have a commitment to teamwork and customer service, and be able to perform well in a process-orientated, matrix, collaborative team environment.

? Ability to think outside of the box and be proactive in the improvement of services offered.

? Understanding of Linux and Windows operations systems (users, groups, permissions, performance analysis, log files, and command line interfaces (CLI)).

? Understanding of web server technologies (Apache / IID) including FTP and mail servers.

? Ability to troubleshoot web technologies (HTTP, HTTPS, FTP, PHP, CGI, Java, and ASP).

 

EQUIPMENT OPERATION:

? Computer equipment: Servers and workstation.

 

PHYSICAL REQUIREMENTS:

? Must be able to work flexible shifts that include evenings, weekends, and holidays

? Ability to lift 70lbs.

 

We are an Equal Opportunity Employer