Technical Support Engineer

Job content

Hyve Managed Hosting is a fully managed UK-based cloud hosting provider with a passion for technology. We pride ourselves on delivering the personal care and attention every business deserves.

Hyve are looking for Technical Support Engineers to join our growing team working in a start-up environment in the trendy North Laines area of Brighton.

You will be working on an exciting variety of projects for an established global managed hosting company with offices in the UK and USA. You will be working on a wide variety of projects ranging from websites to multi-region platforms for high profile customers deploying and maintaining cloud infrastructure globally.

Responsibilities:

• Research and identify solutions to software and hardware issues for both our client platforms and also our own cloud platforms
• Diagnose and troubleshoot technical issues (Sans, switches, network routers, blade servers, websites and databases, networking, operating systems etc)
• Ask customers targeted questions to quickly understand the root of the problem
• Talk clients through either telephone or the MyHyve ticket system within defined SLA’s.
• Properly escalate unresolved issues where appropriate, to relevant internal teams
• Provide prompt and accurate feedback to customer questions and issues
• Refer to internal database or external resources to provide accurate tech solutions
• Ensure all issues are properly logged and update staff KB with new information where appropriate.
• Prioritise and manage several open issues at one time
• Follow up with clients to ensure their systems are fully functional after troubleshooting
• Assist sales with architectural designs of potential new client platforms
• Build and deploy new client servers and complex platforms as required.
• Deploy, run and manage virtual network devices such as load balancers, firewalls, IPS, WAFs, Etc.
• Maintain positive relationships with clients
• Be available for advice and support via all required means to both Hyve internal staff and to customers

Skills & experience:

• Track record of solving a wide variety of technical issues for many different types of customer
• Confident in diagnosing and troubleshooting software and hardware problems
• Confident self-starter. Able to learn quickly, use your own initiative and be motivated to get the job done effectively
• Use a consultative, positive, solution-focused mentality at all times with a proactive and can-do attitude
• Excellent team player
• Good technical knowledge and understanding of the hosting landscape (cloud, dedicated, colocation etc.)
• Knowledge of Linux and Windows Server OS
• Amazing customer service skills and ability to resolve questions efficiently, effectively and politely.
• Strong communication and interpersonal skills
• Social and outgoing and easily able to build relationships
• Perfect written and spoken English

You must be eligible to work in the UK for the Brighton position.

You must be able to commute to Brighton, the job position is office based.

Job Types: Full-time, Permanent

• Salary: £20,000.00-£45,000.00 per year