Xozz

Mumbai, Maharashtra

L1/L2 Support ownership of all hosting products (cpanel /plesk /vps /cloud /dedicated).
Escalate, follow-up and fix recurrent issues in a timely manner by co-ordinating with product development teams.
Handle all tickets/live chats with good efficency and participate in 24*7 rotating shifts.
Recommend/implement automated tools to support customers efficiently. Documentation of troubleshooting steps to resolve various issues.
Pro-actively monitor product/services/site performance, uptime, availability and analyze logs / metrics and recommend/contribute to fixes.

You are acquainted/mastered some of the below tools/skills - * Operating Systems: Good understanding of Redhat based linux flavours/Windows 2003/2008 systems.

Linux Skills: Any Shell/Bash,sed /awk /grep /egrep, VI/VIM, netstat, lsof, strace, ps /top /atop /dstat, grub boot config & systems rescue, fstab/disk labels, ext3/ext4, tcpdump/wireshark, IPtables, sysstat (sar /vmstat /iostat etc), run-levels & startup scripts, sudo /chkrootkit /rkhunter.
Windows Skills: Basic Windows Systems administration, Basic Powershell /Batch, /VBScript, Sysinternals tools, Performance monitor, Event logs, Various MMC's, Terminal services, VNC etc .
Fundamentals: Excellent DNS & Networking Fundamentals, TCP /UDP, IP Routing.
Application Protocols: Excellent understanding of SMTP, HTTP, FTP, IMAP, POP.
Control Panels: Cpanel/WHM, Plesk.
Applications: Exim, Apache (mod_php, mod_fcgid, CGI, php-fpm etc), IIS (DotNet, PHP, ASP etc).
Databases: Basic understanding of - SQL/RDBMS. Basics of MySQL, Postgres, MS-SQL.
Soft skills: Strong customer support focus and decent English communication skills.