Hybrid Web Dev, DevOps, Tier 2 Tech Support (! NEW !)

Posted: 2025-Feb-23

Full-Stack Web Developer, DevOps and Tier 2 Technical Support (remote)

Job Summary:
Respond to tickets and escalations from Tier 1 front line technical support. Manage Reverb cases and work on Back-office support. Conduct onboard training and help manage the team. This role reports to the Senior Service Desk Manager.

Duties and Responsibilities:
• Take calls, open cases in ConnectWise, assign cases to various queues
• Manage and monitor 100% of Reverb tickets
• AD/O365 management
• Scheduling and working with vendors
• Providing level 1 support to the back-office staff
• Help the Service Desk Manager in managing the team and also do the onboarding training of the Tier 1
• Consistently treating all customers, internal and external, professionally, honestly, and respectfully
• Accepts ownership and accountability of position responsibilities and strives to deliver results for customers that establish high standards, credibility, and quality performance
• Ensures excellent customer service experience with strong interpersonal skills, empathy and patience
• Demonstrates sufficient composure to remain respectful and diffuse angry, stressed, or frustrated customers
• Ability to make creative leaps in reasoning when the application of logic fails to produce a satisfactory resolution
• Accepts ownership and accountability of position responsibilities and strives to deliver results for customers that establish high standards, credibility, and quality performance
• Other miscellaneous duties as assigned by management

Knowledge/Skills/Abilities:
* Excellent written and verbal English
* Excellent telephone, verbal and written business communication skills
* Conflict resolution and problem-solving skills required
* Ability to mentor and assist other support agents.
* Ability to think logically, creatively and with a high level of critical thinking.
* Models positive behaviors and displays high integrity

Required Qualifications:
• Full stack web developer with extensive experience with cPanel and Github integration
• DevOps experience setting up CI/CD on cPanel using Github actions
• Modern web languages including React and/or Vue and/or Svelte
• NodeJS and PHP
• Fluent use of VSCode
• Two-year technical school or equivalent experience

Ideal applications include
• Any Nomadix, Aruba Networks, Cisco, Ruckus Networks experience
• Experience creating Chrome Extensions (manifest 3)

Note:
Due to a potentially high number of applicants, it might not be possible to respond to each applicant individually. Once this job is no longer visible, it has been filled.