1&1 IONOS, Inc
  • Server Support
  • Philadelphia, PA, USA
  • Full Time

IONOS, Inc. is a subsidiary of United Internet, a profitable, publicly held German company with a market cap of over $8 billion. 1&1 Internet's North American headquarters is located in Chesterbrook, PA, a Philadelphia suburb. IONOS is known for its comprehensive and affordable Internet products - its unique business model positions it as a one-stop-shop for web solutions. From domain registration to web hosting, site creation, technical support and cutting edge technology, IONOS offers users every available resource to easily and affordably create and maintain an optimal online presence.

IONOS has grown since it introduced its distinctive approach to the U.S. market in October of 2003. Since the launch of its complete product line in the US, IONOS has become one of the premiere web hosting companies serving the US market; making it one of the country's top 5 web hosting companies. In September 2008, IONOS opened a state of the art 55,000 square foot data center in Lenexa, Kansas.

Job Purpose

The employee will provide technical support for IONOS's rootserver customers over phone and email. The employee will function as a second level within the department and handle advanced cases and calls within the team. The employee must demonstrate advanced knowledge of the IONOS hosting environment. Using this knowledge, the employee will guide colleagues on best resolution for the customer. The employee also shows keen interest in learning and can work with minimal supervision. In addition to the 2nd level role, the employee will still be responsible for supporting 1st level contacts- this will be balanced with call prioritization.

Duties and Responsibilities

  • Assist with processing 1st level issues
  • Provide technical support for IONOSs rootserver customers over phone and email.
  • Performs administrative tasks within department such as, Plesk & CPanel troubleshooting, Linux and Windows escalations and network troubleshooting
  • Handles more advanced technical issues as required.
  • Strong spoken and written communication skills.
  • Strong understanding of TCP/IP protocols - HTTP, DNS, FTP, SSH, RDP.
  • Strong understanding of web hosting software such as IIS and Apache.
  • Ability to communicate technical processes clearly to customers and coworkers.
  • Great customer service attitude.
  • Ability to be on time when shift begins.
  • Willing to learn and adapt to new technologies in a changing environment.
  • Team player
  • Process 2nd level workpool case escalations
  • Create, escalate, and monitor bugs to follow-up and close loop with customers
  • Live customer de-escalation "supervisor call requests"
  • Assist with knowledge disbursement to the team (product expert)
  • Additional duties as assigned

Qualifications

  • Demonstrated advanced knowledge of server and shared hosting topics.
  • Parallels engineer certification, Linux and Microsoft certifications are a plus.
  • Strong soft and interpersonal skills
  • 2 years of experience, including at least 1 year within the company as a First Level Server Support Representative.
  • High School Diploma or equivalent

Preferred Skills

  • Skills in the web hosting environment
  • Strong understanding of Windows and Linux Operating Systems
  • Strong understanding of web server software IIS/Apache
  • Web programming, including PHP, ASP, ASP.NET, MySQL and MSSQL experience

IONOS is an Equal Opportunity Employer. We do not discriminate on the basis of any status protected by law.

1&1 IONOS, Inc
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