Finland
System Specialist in cPanel / WHM
System Specialist in cPanel / WHM
As a Technical Support Specialist I work with Web Hosting and DNS services and also with Network Connection troubleshooting. My job also contains communication and gathering information from customers and users to get the needed information for tickets dispatching. Besides this selling of ICT-services (Web hotels, database products, e-mail services and migration, domains and and other needed services) and if needed for larger services I inform sales to contact customer. In addition I sometimes work in our data center and change hardware and reboot servers and other assigned cases. Main languages Finnish and English, sometimes Swedish.
My title was 1st level support as an Service Desk Agent. My main responsibility was being ready-to-serve and on alert answer with a fast response time phone calls from a major company. Assisting with problems regarding e-mails, login issues, general computer start-up, connecting to WLAN/LAN also with VPN, and other similar problems. Besides this I was also needed to be on alert regarding critical network problems / e-mail / massive software failure situations to inform with a quick response time to inform higher support teams. Dispatching critical tickets to them and also inform situations for our costumer. Besides this I had to check e-mail tickets that were sent to my team and myself to resolve as many as I could and gather further more needed information if needed. Cleaning up case logs. Later on I also trained new Service Desk Agents and to follow up their learning and assist them with effective case logging. My main working language with this was Finnish, Swedish, English, and part of this supporting end-users also from Norway.