Helpdesk Support Technician

Atlantic.Net is a market-leading Cloud Services company that is recognized for providing exceptional business hosting service, simplifying complex technologies, and building a brand that businesses trust since 1994.

Specializing in Public Cloud, Private Cloud, and Managed Services, along with Colocation and Dedicated Servers, we own and operate our certified data center and cloud infrastructure in Orlando, New York, Ashburn, Dallas, San Francisco, Toronto, and London. Our staff are dedicated to implementing tailored hosting solutions that enable customers to enjoy the benefits of cost savings, and allow them to focus on their business.

Atlantic.Net is looking for motivated individuals with a passion for delivering excellent technical support and great customer service. As a Helpdesk Support Technician, you will provide basic to mid-level end-user support to our customers. This position requires the ability to diagnose, identify, research, and troubleshoot a variety of issues. It also requires a courteous individual who can provide patient and efficient assistance pertaining to software, hardware, networking, and printing.

Job Responsibilities:

• Customer Support: Provide first-level contact and deliver effective resolutions to customer issues.
• General Technical Support: Troubleshoot a range of issues related to Atlantic.Net's Windows and Linux product offerings.
• Ticket Handling: Properly escalate unresolved queries to the next level of support (Tier 2).
• Track, Route and Redirect Problems: Ensure that problems are directed to the correct resources for efficient resolution.
• Incident Documentation: Maintain records of actions, interactions, and resolutions in our Helpdesk ticketing system.
• Account Device Maintenance: Update customer device metadata and comments as needed.
• Data Center Staffing: Staff our 25,000 sq/ft data center in Orlando, FL, providing continuous monitoring of all remote hosting sites for any power, environmental, or security-related alarms. Verify customer access to the facility and colocated equipment.

*Additional duties as assigned.

Essential Requirements:

• Previous experience in IT, customer service, or other related fields.
• Ability to build rapport with clients.
• Positive and professional demeanor.
• Excellent interpersonal and communication skills, both written and verbal.
• Strong problem-solving and analytical skills.
• Strong sense of personal responsibility and a desire to learn and improve.
• Ability to prioritize and complete tasks accurately.
• Ability to work holidays.
• Working knowledge of Unix/Linux Operating Systems. (CentOS, Debian, Ubuntu, Rocky)
• Working knowledge of Windows 2016/2019/2022 Operating Systems.

Preferred Understanding of:

• IT Security best practices.
• Website backend administration, including Apache, Nginx, Plesk, and WHM/cPanel
• Network/Server management and troubleshooting utilities.
• TCP/IP subnetting, network switching, and routing technologies.
• Security Protocols such as IPSEC / SSL-VPN / NAT / OpenVPN.
• DNS; A/AAAA, CNAME, MX, TXT, SOA, PTR, and SRV records.
• Virtualization platforms and architectures, specifically KVM, Hyper-V, and VMWare.
• Firewall appliance management, such as Sonicwall, FortiGate, OPNSense, or pfSense.
• Working knowledge with one of the following languages: BASH, Python, PHP.
• Working knowledge of MySQL and MSSQL, specifically user management, security practices, and basic functionality.

Perks:

• Benefits after 90-days (Vacation, Health, Dental, Vision, 401K)
• Great internal advancement opportunities
• Training opportunities and hands-on experience in multiple facets of the technical environment.

Current Available Shifts:

• Overnight: Wednesday - Saturday (2x 12am-12pm, 2x 2pm-10am)*

*shift differential