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Technical Support Analyst (onsite), Houston, TX

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October 14, 2019 05:46
Technical Support Analyst (onsite), Houston, TX
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Posted: October 11, 2019

Job title: Technical Support Analyst

Company name: cPanel

Location: Houston, TX

Hours: Full time

Onsite: yes

cPanel prides itself in offering data centers and administrators around the
world with top rated support, solutions to unique problems, and ongoing
support when utilizing cPanel & WHM for Linux. cPanel is looking for
technical analysts that will provide great customer support, solutions, and
results to data centers and web hosting providers around the world.
cPanel'sTechnical Analysts are part of an elite group that have graduated
from standard "help desk" support to a challenging career focused on
supporting a single product.

This is what the job entails:

Performance: Practices the highest levels of competency, effective
analysis, and documentation; uses technical knowledge to diagnose problems
with systems when they occur while interacting with customers
successful customer relationships by maintaining a feedback score of 9.20
or greater
Maintains a high level of productivity
Files effective cases
Contributes to Company and Department Documentation efforts
Adheres to the
policies and procedures of the company
Maintains a core daily schedule to
ensure the efficient operations
Exemplifies the cPanelCoreValues of
Integrity, Respect, Collaboration, and Follow-Through

Desired skills:
Eligibility Requirements:

High School diploma or equivalent
One to two
years of Linux/*nix/BSD system troubleshooting or a related certification
One year of web hosting industry experience or other related work

These are the skills we need for this position:

Language skills
- must be completely fluent in English and Spanish (speak, read, and write)
Oral Communication - able to speak clearly and effectively in positive or
negative situations to	customers and employees
Written Communication -
able to communicate effectively in all written work, utilizing proper
grammar, spelling, and punctuation
Time Management - able to use time
effectively in an unsupervised fashion, pursuing other activities when
regular duties have reduced volume; able to complete projects in a timely
Planning/Organizing skills - able to prioritize work activities, use
time efficiently and work through large projects in a self-motivated manner
Adaptability - able to adapt to changes in the work environment, manage
competing demands and able to deal with frequent change, delays or
unexpected events
Computer knowledge - computer proficiency, which includes
knowledge of word processing and spreadsheet software; strong knowledge of
electronic communication systems; able to navigate internet competently
Problem-solving skills - able to identify and resolve problems in a timely
manner, gather and analyze information skillfully; able to apply
independent judgment on a regular basis in making decisions
skills - able to interact with co-workers and customers in a courteous,
professional and effective manner
Math ability - able to perform basic math
operations; able to apply concepts such as fractions, percentages, and
rations and apply them to work-related situations
Technical Requirements:
advanced technical skills which include:
Mastery of web server related
technologies such as Apache, Nginx, MySQL, PostgreSQL, PHP, Exim, Dovecot
and other MTAs, SpamAssassin- configuration and troubleshooting of Bind,
DNS, PureFTPD, ProFTPD, Tomcat, Mailman, and SSL
Solid understanding of
CentOS/RHELand their package management tools (Yum & RPM), shell commands,
bash scripting, and basic Linux security concepts
Bonus Technical Skills:
additional consideration given to those who have knowledge in:
Ability to
compile software such as the Linux Kernel, Apache, and other packages from
source code
Ability to configure and build RPM’s
Mastery of web server
related technologies such as Nginx, Litespeed, Varnish - configuration and
troubleshooting of PowerDNSand CloudLinux
Mastery of cPanelsoftware,
configuration, and implementation
Travel - Occasional local and/or
overnight travel, some by air, specific to training courses or company
conferences, may be required
Special consideration will be given to
candidates with the following skills:
Configuration and troubleshooting of:
Customer service experience
WebHosting experience

Website for more information:

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