Employment: Junior System Administrator I

Job Description

The Junior System Administrator is an entry-level position that supports Dedicated, VPS, and Cloud Hosting clients via phone, support ticket and chat platforms on various technical issues. Varying shifts available.

Job Duties

  1. Provide phone support for Dedicated, VPS, and Cloud Hosting Reseller clients
  2. Answers Help Desk tickets and LiveChat inquiries as a secondary responsibility
  3. Escalates or flags tickets and calls to Level II, III or Supervisor when necessary
  4. Utilizes Level I security access to Account Management System (Pavo) to assist customers
  5. Monitors servers including booting a machine when necessary
  6. Responds to server alerts as per instructions from supervisory staff
  7. Responsible for server stability
  8. Transfers accounts between servers when necessary for load balancing or account upgrades
  9. Document all answered call and help desk tickets accordingly
  10. Respond to voicemails left by dedicated customers
  11. Continues development of Lunarpages and systems knowledge to more effectively answer calls
  12. Performs miscellaneous job-related duties as assigned

Knowledge, Skills, Abilities Required

  • Attention to detail
  • Ability to communicate effectively, both orally and in writing
  • Punctuality
  • Knowledge of customer service principles, techniques, systems, and standards
  • Ability to work well with the public via phone, support ticket and chat
  • Ability to work in a team environment
  • Knowledge and understanding of operating principles, practices, and procedures within area of business specialty
  • Knowledge of Linux required
  • Knowledge of SSH required
  • Previous server administration a plus
  • Knowledge of relational databases including a database query language
  • Understanding of HTML, PHP or other scripting languages
  • Understanding of ASP/JSP helpful
  • Skilled in the use of personal computers and related software applications
  • Ability to work productively and efficiently to meet deadlines and quotas
  • Analytical skills
  • Ability to work in a team environment
  • Familiar with Lunarpages products and services
  • Internet and computer skills to include but limited to:
    • General knowledge of the Internet including surfing and how to search keywords using search engines such as Google
    • Operating Systems
    • Email configuration settings for Outlook, MacMail, Thunderbird, smartphone devices and other common email clients
    • General knowledge of HTML Editors
    • Ability to use an HTML editor a plus
    • Knowledge and ability to use Internet Browsers such as Chrome, Firefox, Opera, Safari and Internet Explorer
    • MS Office Applications: Word, Excel, Outlook
    • Web forums, blogs or bulletin boards
    • Familiarity with cPanel, LPCP, Plesk or other web hosting tools
    • Familiarity with file transfer via the Internet (FTP/SFTP)
    • Familiarity with DNS troubleshooting
    • Familiarity with how to migrate a website and/or scripts
    • Familiarity with Protocols (HTTP, FTP, SSH, SSL, MySQL, POP3, IMAP, SMTP)

Job Reference: JSA I

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