Technical Support Engineer

• Deskripsi pekerjaan Technical Support Engineer PT Deneva (DomaiNesia)
• Technical Support Engineer - Nevacloud

Key Responsibilities

• Handle customer support requests via tickets, chat, phone, and/or face-to-face interactions.
• Diagnose and resolve technical issues related to cloud/VPS/storage services (e.g., server errors, access issues, resource limits, etc.).
• Monitor the hosting/cloud environment, including uptime, server health, performance, resource usage, and incident response.

Perform initial service setup and configuration for customers when required (e.g., operating system installation, control panel configuration, network setup, DNS, basic security).

• Troubleshoot at the operating system (Linux), network, and supporting component levels (e.g., databases, web servers, storage).
• Create internal documentation and customer support guides (knowledge base) for common issues to enable faster resolution.
• Coordinate with engineering/devops/infrastructure teams on complex issues or when escalation is needed.

Qualifications & Requirements

Minimum 1–3 years of experience in a technical support, system administration, hosting, or cloud services role (experience with VPS, servers, or similar services is preferred).

Proficiency in Linux operating system, command-line utilities, and server management.

Strong knowledge of networking (DNS, TCP/IP, routing, FTP, SSH), web servers, databases, and hosting/VPS control panels (e.g., cPanel, Webmin, or similar panels).

• Familiarity with data storage practices, backup, and basic server security.
• Strong diagnostic and troubleshooting skills, logical thinking, and attention to detail.
• Good communication skills: able to explain technical issues to customers who may not have a technical background.
• Ability to work in a team and under pressure, especially during service outages.
• Flexibility to work shifts, including nights and weekends if required.