Job Requirements

As a Tier 2 Technical support you would be responsible for solving higher-level Support issues that are not able to be handled by Tier 1 Support staff. These issues are generally not urgent, so we would assign them to be worked in batches, and so you’d only need to work two days a week.

Our company designs and hosts websites in WordPress, so having a great knowledge of WordPress core would be ideal, as this is the base for most of the support-related issues we get. Also, all our sites are hosted on Ubuntu servers, and therefore good familiarity with Ubuntu should be helpful for troubleshooting some issues.

From a personal standpoint, you would need to be a highly-likable person, easy to work with and represent our company in a very professional manner. You must also be highly detail-oriented and organized with excellent analytic and problem-solving abilities. It is also important that you display excellent verbal and written communication and interpersonal skills.

• More than one year of working experience in Tier 2 Support/Senior System Administrator jobs.

• Must be have expert knowledge in administering WordPress Core

• Must have extremely good understanding of PHP in order to identify issues with WordPress themes and plugins

• Must have a great understanding of CSS and HTML

• Must be moderately proficient with Linux servers (we are focused mostly on Ubuntu servers)

• Must posses moderate knowledge of MySQL troubleshooting techniques.

• Basic Javascript knowledge is a plus.

Job Responsibilities

Your primary duties as a Tier 2 Technical support will include:

• The job will include configuration, installation, troubleshooting, problem resolution for Ubuntu based Linux servers that have the WordPress CMS installed on them.

Secondary duties

• Provides functional customer service solutions for clients and TownWeb hosting and website systems.

• Assists users with moderately complex problems or requests.

• Follows established Standard Operating Procedures (SOPs) with some review.

Future Career Path

Our company is growing and we have awesome opportunities for future personal growth with expanding responsibilities.

• Participates as a team member in various roles by helping with technical aspects of internal projects.

• Help write the technical specifications and documentation of moderately complex projects.

• Evaluates and tests new products in a quality assurance process to certify readiness for TownWeb clients

General Overview of Work

• Somebody who can work two shifts per week. Therefore 10+ hours committed per week.

• People who are kind, polite and who are just pleasant to be around.

• Excellent understanding of English

Things You Would Not Be Doing

• You would not need to interact directly with customers. Instead, you’d communicate the questions and answers to our Tier 1 staff who would speak on your behalf.

• You would not be involved in sales activities

• Although our customers are in the US, you generally would not need to work during US hours. The work can be performed at other times.

Pay Wage

• You would start at $7.00 USD/hr for minimum 10 hours of work each week.

• After the first 40 hrs of probationary period (basically, after the first month) the pay would jump to $8.00 USD/hr