Job Description

Role Responsibilities

  • Provide deep, analytical troubleshooting for complex tech issues, within defined SLA.
  • Work closely with Internal operations /content team to provide resolution to escalated tickets.
  • Review and escalate bugs and defects, collaborating with development teams to support resolutions.
  • Maintain strong customer rapport and excellent, timely communication.
  • Contribute to documentation to build Coates knowledge base.
  • Proactively stay up to date with all the latest technologies concerning Coates products and the underlying technologies
  • Test and maintain Hardware devices (basic assembly, SSD, and RAM replacement), OS/software installation, manufacturer warranty application, etc.
  • Develop manuals and knowledge articles for internal/external use.
  • Participate and contribute in process improvement discussions.
  • Perform network troubleshooting to make sure all HW is up to date. 

    • Role Requirements

  • Minimum 2 years of working experience providing L2 support in IT Industry. 
  • Background in IT systems, networking or hardware.
  • Experience in working on any of the ticketing tools .
  • Excellent understanding of SLAs.
  • Advanced Knowledge and experience working in a Linux (especially Ubuntu) environment.
  • Good to have knowledge of scripting (e.g. Bash, JavaScript, basic PHP, etc.)
  • Experience with server, hardware and software support in a networking environment.
  • Understanding of server-client architecture.
  • Strong knowledge of Microsoft PowerPoint and Excel is an added advantage.
    • Join a Crew that Cares Be part of a global team of talented, ambitious, creative people that value integrity, individuality and inclusivity. (Ask us about our Equality + Empowerment Initiatives). The benefits include an annual market competitive bonus program and our “Thrive Program” which includes a suite of flexible work options because we’re strong believers that you should never miss an important life or work moment. Thrive also provides dedicated time to prioritize our health and wellbeing (think virtual Yoga or meditation sessions), a Global Wellness paid day off to recharge as well as a “Give Back Day” to allow our Crew an opportunity to make an impact in the community.

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