Job description

Position Overview:

Position Overview:

Your role involves in-depth troubleshooting, managing backup solutions, network swaps, and server

tasks, as well as contributing to the development of our internal knowledge base and liaising with the development team through JIRA for advanced issues. Provide phone support as needed.

Key Responsibilities:

● First Line of Escalation:

• Handle tickets escalated from Level 1 agents.
• Assess and resolve complex issues or provide additional guidance.
• Maintain accurate and detailed records of troubleshooting steps and solutions.
• Update and contribute to the internal knowledge base with new insights.

● Customer Backups:

• Manage and troubleshoot backup issues (e.g., Duplicati, Google Drive, Cloud
• Backups).
• Ensure regular backups are successful and address any failures.
• Assist with backup restoration and configuration.

● In-Depth Troubleshooting and Bug Replication:

• Perform detailed troubleshooting and replicate bugs to identify root causes.
• Document findings and work on solutions or workarounds.

● Development/JIRA Escalation Forms:

• Create and manage escalation forms for issues requiring development attention.
• Communicate with the development team through JIRA for bug fixes and feature requests.

● Phone Support:

• Provide phone support
• Handle high-priority calls and assist with outbound calls as necessary.

● Network Swaps:

• Execute network swaps and troubleshoot advanced network-related issues.
• Coordinate with customers and internal teams to minimize downtime.

● Server Tasks:

• Perform server swaps and build/configure new servers as needed.
• Collaborate with internal teams to ensure smooth server implementation and integration.
• Perform upgrades

● Outbound Calls for Top Customers:

• Perform proactive outbound calls to top customers to provide support and address
• concerns when requested by management.

Work Priority with Tickets:

● Triage:

• Review and address tickets in the Level 2 triage queue as the highest priority.
• Follow up on personally assigned tickets and inbound emails.
• Ensure timely resolution or provide clear next steps.
• Resolve Level 2-related issues or escalate to JIRA if development intervention is needed.

● Overdue Status Tickets:

• Focus on overdue tickets to meet SLA requirements and provide updates to avoid delays.

● New Tickets:

• Address new tickets after triage, assigned tickets, and overdue tickets are managed.
• Prioritize based on urgency and impact.

Detailed Procedures:

● Escalation Handling:

• Review escalated tickets, troubleshoot, and resolve or provide instructions for Level 1
• de-escalation.
• Create JIRA tickets with detailed information for development intervention.
• Communicate updates to customers and Level 1 agents.

● Scheduling:

• Create calendar events for required scheduling.
• Link events to tickets with detailed upgrade information.

Other Duties as Assigned:

● Perform other related duties as assigned by the Director of Customer Support to support the overall goals and needs of the department.

Requirements:

● High school diploma or equivalent; Associate’s degree or higher preferred.

● 2+ years of experience in technical support or a similar role, preferably in a SaaS environment.

● Advanced troubleshooting skills and experience with backup solutions and network/server management.

● Strong understanding of troubleshooting Windows Operating System

● Familiarity with CRM, ticketing systems, and JIRA.

● Strong problem-solving skills, attention to detail, and the ability to work independently.

● Excellent communication skills and the ability to work flexible hours, including nights, weekends, and holidays