Customer Technical Support Engineer (Linux)
Reading, United Kingdom (Hybrid)
About GB Labs
GB Labs is a global leader in providing shared storage solutions to some of the world's biggest names in broadcast and media, with the systems and their custom Linux operating system designed and manufactured at our head office in Berkshire (Reading/Basingstoke Area).
We are looking for a Technical Support Engineer who will provide enterprise-level technical support to our international customers and partners – helping them diagnose and troubleshoot software and hardware problems with our intelligent storage and remote working solutions.
GB Labs Technical Support is a 24/7 operation that requires the ability to work shift patterns or follow an on-call rota as required. Occasional travel to customer sites may be required for troubleshooting or consultancy purposes.
About the role
We are looking for an experienced Technical Support Engineer who will provide enterprise-level technical support to our international customers and partners – helping them diagnose and troubleshoot software and hardware problems with our intelligent storage and remote working solutions.
- Professionally engage with our customers and partners via email, phone and remote support tools
- Provide troubleshooting of software (Linux OS and 3rd party applications) and hardware issues - understand, troubleshoot and own technical issues through to resolution
- Record details of steps taken during troubleshooting, ensuring updates are provided within SLA
- Create and update online self-help articles and best practice guides
- Collaborate across the business resolving customer issues and pains
- Keep current on new technologies, product releases and updates
About you
- Advanced IT skills with proven experience of Linux operating systems at the command line level
- Knowledge of Hardware troubleshooting and managing RMAs
- Knowledge of network and file sharing protocols like DHCP, DNS, SMB, AFP, SMTP, SNMP
- Knowledge of troubleshooting networks and network infrastructure
- A passion for helping people, strong customer focus, ideally with experience in a customer support role
- A self-starter who is passionate about technology, solving technical problems and actively seeks learning opportunities
- Excellent communications skills - with the ability to digest technical information, translate and adapt communications for all technical levels
- An ability to prioritise multiple conflicting priorities and understand when to seek guidance
- A strong team ethic, you actively seek to contribute to the team and share knowledge
Requirements
- At least four years of experience using Linux
- At least three years
- Legally authorised to work in the UK
- Comfortable working in a remote setting
Extra points for having these
- Knowledge of network storage terms, concepts and technology
- Knowledge of troubleshooting MacOS, Window Desktop/ Server
- Knowledge of troubleshooting Active Directory (or LDAP variants)
- Knowledge of troubleshooting ACLs and file permissions
- Experience in coaching and mentoring junior staff
- Experience in providing technical training to customers or partners
- Additional IT certifications including Microsoft, Linux, Cisco
Ready for your next challenge? Apply here
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