About us:
At Spearhead Systems we believe in the delivery of professional IT services that help companies focus on their core business and not technology. We are excited to the bone about the delivery of IT services that help people and companies get things done. 
Spearhead Systems is at the forefront of IT service delivery and digital transformation as a trusted technology partner in the evolving world of cloud and digital platforms. We are the engineers, developers and operators of spearhead.cloud, a specialised high performance cloud, and specialists in IT infrastructure & application monitoring and observability.
The Technical Support Specialist provides general technical support across one or more customers, products, services or projects. This includes things like helping customers set up their accounts, resolve configuration issues, helping them understand how to use a product or service and any other help customers may need.
The specialist will also be the first point of contact for incoming support issues (calls, emails, tickets). This is where all incoming tickets are triaged and then routed to the appropriate team or tier.
 It is a great opportunity to get started in your IT career.

Responsibilities:
* Monitor events/alerts and resolve or escalate to the appropriate team 
* Gather/establish required information for handling customer issues 
* Manage customer expectations regarding estimated response times for issue resolution 
* Resolve issues via phone, email, chat 
* Meet SLAs like response and resolution times by working other tiers 
* Extensively research and document customer technical issues 
* Collaborate with Technical Support team members to properly manage customer inquiries and escalate when appropriate 
* Own customer technical issues from initial report to resolution, communicating with customers regularly regarding issue status 
* Run monitoring reports for usage, performance and/or availability 

Requirements:
* Average / General experience in managing Linux systems (redhat, centos, debian/ubuntu (install, setup, configuration, lifecycle management: updates/patching, backup/dr, etc.)) 
* General experience in managing Windows systems (install, setup, configuration, lifecycle management: updates/patching, backup/dr, etc.) 
* Detailed knowledge of networking protocols and troubleshooting: DNS, HTTP, SSL, TCP 
* Experience operating and troubleshooting email services and SMTP 
* Excellence in technical communications with both technical and non-technical peers 
* Strong analysis and troubleshooting skills and experience 
* Minimum 3 years of Linux experience
* Multi Tasking Skills
* Advanced English skills (reading, writing and speaking) 

Nice to have:
* Bachelor's Degree in Computer Science, Math, or related discipline, or equivalent work experience 
* Past experience (1-2) as a systems administrator, network engineer, or cloud engineer or similar technical position/role 
* Customer service experience / strong customer focus 
* Monitoring experience for application performance, uptime and fault management (checkmk, nagios) 
* Experience supporting a 24x7 Internet-oriented production environment 
* RHCSA Certification 

This is a hybrid role, with presence in the office for two days per week. Bucharest-only.