support Engineer phDatacom

Support Engineer Analyst is responsible for providing quality and professional support for CloudBlue products, helpingcustomers from all over the world 24 hours a day, 7 days a week by email and over the phone. In this role you will answer how-to questions, recommend best practices, diagnose and troubleshoot problems related to CloudBlue products.
Role Responsibilities
Responsibilities of Support Engineer - Analyst are:
Provide support to customers globally via email and over the phone
Answer how-to questions and recommend best practices related to CloudBlue products functionality and configuration
Investigate technical issues reported by customers, troubleshoot and identify solution and root cause Ensure that problems are solved by applying correct procedures and documentation
Follow standard procedures for handover or escalation of unresolved issues to appropriate teams
Manage own time and workload, provide prompt and accurate feedback and status updates to customers according to SLA
Ensure proper recording and status update/closure of all processed tickets in the request tracker
Document investigation steps and applied solutions in form of tech notes and knowledge base articles Adhere to defined standards and measures for quality and customer satisfaction requirements
Maintain up to date knowledge about CloudBlue products, related products and technologies and support processes by attending trainings and self-study
Requirements
Linux & Windows Server Operating Systems
Networking concepts and protocols: TCP IP,UDP, DHCP, netmask, subnet, routing, firewall, NAT, VLAN
Web hosting technologies and protocols: web, email, DNS, HTTP, FTP, SMTP, POP3, IMAP
Standards, protocols and data formats used for APIs and systems integration: JSON, XML, REST, SOAP, XML-RPC, OAuth, SAML
Security concepts and protocols: encryption, public-key cryptography, SSL/TLS
Web servers: Apache, IIS
Email servers: Qmail, Postfix, Microsoft Exchange
DNS servers: Bind, PowerDNS, Relational database management systems:
PostgreSQL, MS SQL, MySQL SQL: data types, indexes, foreign keys,
APS Standard and APS Connect Scripting/programming languages: Bash, PowerShell, Python, PHP
Cloud services platforms: Azure, AWS, Google Cloud Office 365
Virtualization software: Virtuozzo, Hyper-V, VMWare
Plesk web hosting control panel, HTML, CSS, JavaScript
Debugging tools: strace, tcpdump, Wireshark, browser debugger
Datacom

Quezon City, Metro Manila
Permanent
Full-time