Job description for Technical Support Engineer at PT Deneva (DomaiNesia)
Technical Support Engineer - Nevacloud
Key Responsibilities :
- Handle customer support requests via tickets, chat, phone, and/or face-to-face interactions.
- Diagnose and resolve technical issues related to cloud/VPS/storage services (e.g., server errors, access issues, resource limits, etc.).
- Monitor the hosting/cloud environment, including uptime, server health, performance, resource usage, and incident response.
- Perform initial service setup and configuration for customers when required (e.g., operating system installation, control panel configuration, network setup, DNS, basic security).
- Troubleshoot at the operating system (Linux), network, and supporting component levels (e.g., databases, web servers, storage).
- Create internal documentation and customer support guides (knowledge base) for common issues to enable faster resolution.
- Coordinate with engineering/devops/infrastructure teams on complex issues or when escalation is needed.
Qualifications & Requirements :
- Minimum 1–3 years of experience in a technical support, system administration, hosting, or cloud services role (experience with VPS, servers, or similar services is preferred).
- Proficiency in Linux operating system, command-line utilities, and server management.
- Strong knowledge of networking (DNS, TCP/IP, routing, FTP, SSH), web servers, databases, and hosting/VPS control panels (e.g., cPanel, Webmin, or similar panels).
- Familiarity with data storage practices, backup, and basic server security.
- Strong diagnostic and troubleshooting skills, logical thinking, and attention to detail.
- Good communication skills: able to explain technical issues to customers who may not have a technical background.
- Ability to work in a team and under pressure, especially during service outages.
- Flexibility to work shifts, including nights and weekends if required.
- Willingness and ability to learn new technologies and stay updated with the latest tools and systems.
