Technical Support Technician - United States

SulliHosting, Inc.; United States; Remote; USD 50,000 - 70,000; Full time

Job summary

SulliHosting, Inc. is hiring a Technical Support Technician to provide first-line support for client-facing tech, including cPanel hosting, VPS, and dedicated servers.

The role involves assisting with light admin tasks, user management, and coordinating with Data Center teams to ensure uptime. The ideal candidate will have strong communication skills, basic networking knowledge, and experience with SaaS products.

Qualifications

• Provide first-line end-user technical support via phone and email
• Coach users on best practices to avoid issues
• Basic understanding of TCP/IP and networking
• Light user account and email administration
• Experience with SaaS products is advantageous
• Proficient with Microsoft Word, Excel and Outlook

Responsibilities

• Deliver first-line technical support to clients and internal teams
• Coordinate with Data Center teams to monitor events and maintain uptime
• Ensure change control procedures are followed and documentation is updated
• Assist with light system administration tasks such as user management
• Guide users on best practices to minimize recurring issues

Skills

First-line support

Executive communication

Networking basics

Email administration basics

SaaS experience

Documentation

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Job description

Office Location: Remote Offices, Long Island, and New York City

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