Customer Support Technician
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Job Description
Customer Support Technician troubleshooting VPS, networking, and systems issues for a global hosting company serving FX brokers and retail traders. Providing Tier 1/2 support and handling escalations.
Responsibilities:
- Provide 1st and 2nd line technical support and handle Tier 2 escalations when appropriate
- Support customers via email, live chat, Slack, WHMCS ticketing, and rarely by phone
- Troubleshoot VPS connectivity, remote access, operating system, software, hardware, and networking issues
- Diagnose and resolve issues while meeting SLAs and response times
- Collect IP addresses, error messages, screenshots, system details, and connection data
- Manage multiple customer inquiries and maintain customer satisfaction
- Monitor open issues and follow up until resolution
- Guide customers through installation, configuration, and use of products and services
- Explain technical concepts and troubleshooting steps to technical and non-technical users
- Escalate complex issues with complete diagnostic information and documented troubleshooting
- Collaborate with the wider IT team on advanced technical problems
- Follow and improve processes, procedures, and troubleshooting documentation
- Create and maintain knowledge base articles, troubleshooting guides, technical documentation, and internal processes
- Track customer interactions, troubleshooting steps, issues, and resolutions
- Relay customer feedback to improve products, services, and support processes
- Assist with IT projects and technical initiatives
- Participate in rotating on-call coverage for internal and customer production issues
- Support sales inquiries with technical guidance and product information
Requirements:
- Experience in technical customer support, IT support, help desk, or a similar role
- Strong troubleshooting and problem-solving abilities
- Excellent written and verbal English communication skills
- Proactive attitude and genuine interest in helping customers solve technical problems
- Patient, professional, and empathetic approach with customers
- Ability to communicate with customers with different levels of technical knowledge
- Ability to manage multiple customer inquiries while maintaining accuracy and customer satisfaction
- Strong organizational skills; ability to prioritize tasks, meet deadlines, and respond promptly
- Ability to work independently and collaborate with a technical team
- Ability to clearly document troubleshooting steps, processes, instructions, and resolutions
- Experience with ticketing or customer support platforms such as WHMCS, Jira, Zendesk, ServiceNow, or Freshdesk
- Ability to gather and document complete diagnostic information before escalating issues
- Willingness to continuously learn new technologies, processes, and technical skills
- Experience supporting Linux servers, particularly Ubuntu or Debian (nice to have)
- Knowledge of Windows Server 2019/2022 (nice to have)
- Basic understanding of TCP/IP, DNS, DHCP, VPN, VLANs, Firewalls/ACLs, and Switching (nice to have)
- Experience in a fast-paced IT environment (nice to have)
- Previous experience in financial services, FX, trading, or similar environments is a plus
- Relevant certifications such as CompTIA A+, Network+, Security+, or Server+ are a plus
Benefits:
- Fully remote work
- Monday–Friday, 06:00–14:00 BST (UTC+1) schedule
- Rotating on-call coverage
- Opportunities for continuous learning and technical growth
- Hands-on exposure to VPS, dedicated hosting, Linux, Windows, networking, and infrastructure
- Opportunities to expand responsibilities and take on more responsibility as the company grows
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