Technical Support Technician - Europe/Asia

SulliHosting, Inc.; United States; Remote; USD 55,000 - 85,000; Full time

Job summary

SulliHosting, Inc. is seeking a Technical Support Technician to provide first-line support for a range of client technologies, including cPanel hosting, VPS, and Exchange. The role requires direct interaction with clients and potential light administration tasks.

Candidates should have strong communication, basic network knowledge, and familiarity with SaaS environments. This remote position supports clients across international offices and time zones.

Qualifications

• Experience providing first-line technical support via phone and email.
• Ability to work directly with C-level executives and clients.
• Fundamental knowledge of TCP/IP and networking concepts.
• Familiarity with Software as a Service (SaaS) products.

Responsibilities

• Provide first-line end-user technical support via phone and email.
• Provide light user account and email administration.
• Coach users on best practices to avoid common issues.
• Collaborate with Data Center teams to monitor and respond to events for uptime and stability.
• Ensure change control and deployment procedures are followed and documentation is updated.
• Demonstrate basic email administration knowledge.
• Demonstrate basic TCP/IP and networking knowledge.
• Demonstrate basic smartphone configuration knowledge.
• Proficiency with Word, Excel and Outlook is preferred.
• Experience with SaaS products is beneficial.

Skills

Executive communication

Technical support

Light system administration

Networking basics

Email administration

SaaS experience

Tools

cPanel hosting

VPS (Windows & Linux)

Microsoft Exchange

Email administration tools

Job description

Office Location: Remote Offices,Europe and Asia

Position Description:The Technical Support Technicianis an experience support technician working in a service representative capactity for a variety of clients. The Technical Support Technicianis a job that has the responsibility offirst-line technical support of client-facing technology, such as cPanel Share Hosting, Virtual Private Servers (VPS)[Both Windows and Linux], Dedicated Linux Servers, Dedicated Window Servers, Microsoft Exchange, Password Resets, and be able to learn the rest of the SulliHosting range of products. Additionally, the Technical Support Technicianmay have to provide light system adminsistration functions, such as creating/deleting users, managing groups, managing distribution lists and public folders, etc.

Requirements / Essential Duties

• Ability to call on and word directly with C level executives in small to large size businesses.
• Provide first line end-user technical support via phone and email
• Provide light user account and email administration
• Coach users on best practices and techniques to avoid simple issues
• Work with the Data Center teams to monitor and respond to events to ensure client system uptime and stability
• Ensures change cnstrol and other processes and proceduires are followed and that configuration documentation is completed when systems are deployed and/or modified
• Basic level knowledge of email administration
• Basic level knowledge of TCP/IP, networking
• Basic level knowledge of smartphone configuration
• Proficient with Microsoft Word, Excel and Outlook is prefered
• Previous experience working with Software as a Service products is suggested