Tier 1 Customer Support Advocate

At Spearhead Systems we believe in the delivery of high performance. By this, we mean that we are excited to the bone about the delivery of IT services that help people and companies get things done. We are all about high performance, respecting the UNIX philosophy of doing more with less. Spearhead Systems operates its own public cloud, delivering a simple yet high performance IaaS experience (on-demand compute capacity, storage and more). We are innovating new ways of building and operating scalable distributed systems to better serve our global customers. We are passionate about cloud, IT monitoring, digital transformation technology and are looking for more people like us: system generalists who love to solve problems.   

Our ideal colleague is comfortable in any stage of a systems lifecycle, whether that is initial set-up and configuration or ongoing maintenance and support, and who finds gratification in knowing that their work keeps some of the most successful businesses running.  

We’re seeking a Tier 1 Customer Support Advocate to help us deliver technical support services to our customers.   

The Customer Support Advocates in Tier 1 provide general technical support across one or more customers, products, services or projects. This includes things like helping customers set up their products, resolve configuration issues, helping them understand how to use a product or service and any other help customers may need.   

Tier 1 is also the first point of contact for incoming suport issues. This is where all incoming tickets are triaged and then routed to the appropriate team or tier. The Tier 1 team also handles all incoming phone calls and chats.  

Responsibilities:  

• Monitor for events/alerts and notify the responsible teams; 

• Gather all the required information in order to best handle customer technical inquiries; 

• Manage customer expectations regarding estimated response times for issue resolution; 

• Resolving the issues through phone, chat, remote connections and email communications; 

• Meet SLAs like response and resolution times by partnering within L1, L2 and L3 teams; 

• Collaborate with other Technical Support team members to properly manage customer inquiries and escalate when appropriate; 

• Own customer technical issues from initial report to resolution, communicating with customers regularly regarding issue status; 

• Run monitoring and other reports for usage, performance, and/or availability; 

Required qualifications: 

• Bachelor's Degree in Computer Science, Math, or related discipline, or equivalent work experience; 

• Past experience (2 - 3 years) as a service desk engineer, systems administrator,  or similar technical position/role; 

• Intermediate experience in managing Linux systems (install, setup, configuration, finding and reading logs, managing services, lifecycle management: updates/patching, backup/dr, etc.)); 

• General experience in managing Windows systems (install, setup, configuration, lifecycle management: updates/patching, backup/dr, etc.); 

• Practical knowledge of networking protocols, concepts, topologies and trouleshooting: DNS, HTTP, SSL, TCP, SMTP; 

• Monitoring experience for application performance, uptime and fault management; 

• Excellence in technical communications with both technical and non-technical peers; 

• Strong analysis and troubleshooting skills and experience; 

• Self-starter who is excited about learning new technologies on a daily basis; 

• Advanced English skills (reading, writing and speaking); 

• Experience in standard security best-practices reqarding protection of pc’s servers (antivirus, siem, etc.); 

• Basic hardware knowledge regarding server architectures and components; 

• Basic knowledge of hardware routing and switching equipment; 

We offer (besides a competitive monthly salary): 

• Meal tickets 

• Medical insurance 

• Opportunities to grow and learn top technologies: you will work in a team with a premier global public cloud platform, custom engineering and deep operating systems know-how. 

• The office is in a quiet location - subway access and public transport 

• Young, creative and enthusiastic working environment 

• The worlds best coffee (unique distributor in Romania)  

Employment type: 

• Full-time 

Location: 

• Bucharest, Romania