Junior Support Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Assess and address incident and outage tickets generated by automated monitoring and customer notifications.

• Oversee the ticket lifecycle until resolution is achieved.

• Collaborate with and escalate issues to internal teams as necessary.

• Coordinate with global HeadSpin locations and data center technicians to troubleshoot and restore systems and hardware.

• Engage with both cloud and on-premise infrastructure teams.

• Address tickets and issues within established SLA response times.

• Take part in a proactive and accountable issue management framework.

• Participate in an on-call rotation for incident resolution.

• Create and maintain documentation for workflows and playbooks regarding common issues and scenarios.

• Ensure the upkeep and updating of essential software and network infrastructure.

• Assist with or provide recommendations for device deployments, upgrades, and maintenance activities.

• Diagnose mobile device hardware, software, and network-related issues.

• Engage, cooperate, and communicate effectively with stakeholders.

• Work alongside remote team members to foster and sustain productive team dynamics.

⛳️ Requirements

• 0 to 2 years (or equivalent) experience in a technical support capacity.

• Bachelor’s degree in computer science or a related field.

• Knowledge or experience in incident response pertaining to network and software infrastructure.

• Familiarity with network fundamentals, including LAN, WAN, VLAN, firewalls, switches, and access points.

• Experience or understanding of operating systems such as Linux, Mac, Android, and iOS.

• Proficiency or knowledge in using command line *nix tools, such as ssh, scp, bash, curl, vim, Python terminal, ping, and tcpdump.

• Experience or familiarity with Google Workspace, Jira, Slack, Zoom, and other relevant technologies.

• Knowledge of issue management practices and tools, including service desks, SLAs, on-call rotations, escalation procedures, sprints, and kanban.

• A systematic approach to troubleshooting and problem-solving, with a strong sense of ownership and initiative.

• Excellent written and verbal communication skills.

• Eagerness and ability to learn new technologies and tools.

• Commitment to customer support and delivering timely solutions.

• Capability to prioritize support requests based on their impact.

• Willingness to cross-train with other IT team members.

🏝️ Benefits

• On-call rotation ensuring continuous incident coverage.

• Opportunity to contribute insights on operational challenges, pain points, and processes.

• Collaboration with remote team members.

• Cross-training opportunities with other IT team personnel.