JOB DESCRIPTION:

SCompulsory

·        Basic troubleshooting knowledge, specializing in Enterprise Linux.

·        Ability to provide increased level of investigation into CPU usage, memory, disk usage using appropriate OS specific tools or commands.

·        Basic understanding of OS specific webhosts and database technologies (e.g. MYSQL / APACHE).

·        Intermediate understanding of SSL & DNS.

Desirable

·        Patching - Documents changes based on requests for change. Applies change control procedures.

·        Linux Certification – LPI-1 or RHCSA Level Knowledge or equivalent.

·        Familiarity with cross platform basic troubleshooting tasks (Windows, Linux or Networking)

·        Awareness of virtualization and / or cloud technologies. E.g. VMWARE, Hyper-V, KVM and/or OpenStack.

Key Performance Indicators

KPIs Include (not limited to):

·        80%: Ticket & Phone Contribution: Standard day to day will be spent in normal workflow: Working as a team to serve our customers means that we are all contributing towards this goal.

·        20%: Other duties assigned by leadership team (e.g knowledge base / process improvement, career development).

·        Contribute to Fanatical Experience: Feedback received by customers showing their appreciation of the Fanatical Support you have directly provided or influenced