Hong KongLinux Systems AdministratorJOB DESCRIPTION : The Linux Administrator based in the Hong Kong office will play a key role in delivering front-
line Fanatical Support to customers around the world. You will be responsible for providing a high level of technical expertise to our customers over the phone and via support tickets.
The administrator will work closely with the International 24x7 support teams to take ownership of complex customer issues and escalations which may take several days or weeks to resolve.
The administrator should be confident in applying creative problem-solving techniques to troubleshoot issues and identify root cause, while keeping the customer updated via the ticketing system and phone.
You should also use your initiative to advise customers on best practices and offer alternatives that may increase the stability and security of a customer’s solution.
As a technical resource in the Hong Kong office, you will also support the dedicated account teams who provide consultative and proactive Fanatical service to their Enterprise customers in APAC.
This is not limited to, but may include planning and executing complex maintenance's, optimizing customer solutions for improved stability and performance or being involved in projects to re-
architect customer solutions for availability and business continuity.JOB REQUIREMENTS : Key AccountabilitiesExercise good judgment in decision-
making to deliver Fanatical Support experiences that increase customer engagement and loyalty on a day-to-day basisTake ownership of technical issues and see them through to resolution.
Work closely with Enterprise Account Teams to facilitate the delivery of complex projects and drive customer satisfaction.
Support customers over the phone and via ticketing system.Validate monitoring alerts and execute predefined troubleshooting instructions.
Route tickets to specific support departments eg. Netsec, Storage, Virtualisation, Managed Backup etc.Audit customer configurations.
Advanced administration and troubleshooting tasks.Provide support and mentor-ship, aiding the development cycle for junior colleagues.
Key Performance IndicatorsKPIs Include (not limited to) : Internal Quality Control Measures related to ticket and phone performance.
Demonstrate Fanatical Support through your NPS-T performance and feedback from customers or Rackers.Ticket Reviews to help mentor and develop junior SA’s.
PERSON SPECIFICATION : Technical : Strong knowledge in areas of Networking, Hardware, software, DNS.RedHat Linux (RHCE level)Strong MySQL administration and troubleshooting experienceSystem services (i.
e., Apache, Mail transfer agents (sendmail, postfix, qmail), FTP, SSH and PHPBasic clustering experienceUnderstands purpose of Firewalls and Load Balancers, VPN and SSL technologiesExperience working on public cloud, e.
g. AWS, Azure or Alibaba CloudKnowledge of different Linux / Unix distributions : Redhat, CentOS, Ubuntu, SuSE, SolarisKnowledge of Automation Tools like AnsibleAbility to script in Shell, Python or RubyITIL experiencePersonal : Ability to handle multiple tasks and prioritize customer issues under pressure.
Demonstrates strong and creative problem solving abilities, coupled with a desire to take responsibility and ownership of customer issues.
Creative and collaborative team playerPossesses excellent communication skill in written and spoken English and Chinese (Cantonese & Mandarin)To apply for this position, you must be a Hong Kong Citizen or hold the right to work in Hong Kong.#LI-LR1