Support Technician II

Location: Dallas, Texas
Date Posted: 11-03-2017
About Seneca Resources: Seneca Resources is client driven provider of strategic Information Technology consulting services and Workforce Solutions to government and industry. Seneca Resources is a leading IT services provider with offices in Reston, Virginia, Alabama and Columbia, Maryland that service clients throughout the United States. The key to our success lies within our strong corporate culture which drives our business. We challenge our staff through engaging work, and we reward our staff through competitive compensation, extensive professional training, and excellent opportunities for career advancement. In turn, we look for only the best and brightest to join our team. We are an Equal Opportunity Employer and value the benefits of diversity in our workplace.
Title: Support Technician II
Location: Dallas, TX
Essential Duties and Responsibilities:
  • Provide next-level technical support via tickets, social media, phone, and live chat
  • Monitor, report and address emerging issues
  • Refer issues within committed time frames
  • Communicate and follow-up with customers and staff of varying levels
  • Proactively identify potential problems and make recommendations regarding solutions
  • The ability to work holidays and have a flexible schedule
Desired Skills and Experience:
  • Excellent communication skills, both written and verbal
  • Understanding of DNS and how the Internet works
  • Knowledge of HTML/CSS/JS (web development).
  • Knowledge of how apache, .htaccess, dns, nginx, cpanel, iptables, (s)FTP, SSH work.
  • Website performance testing (Panopta, Cedexis, CatchPoint, Nagios, New Relic)
  • Basic knowledge of common CMS systems used such as WordPress, Joomla, Drupal and familiarity with their setup, configuration, and usage.
  • Debugging skills. Must be able to investigate and analyze why a website does not work and what could be the cause. Therefore, knowledge of web servers is useful.
  • Willingness to answer technical support phone calls.
  • Familiarity with bash commands such as dig, wget, traceroutes, and nslookup.
  • Web Hosting Industry experience (have you worked for or been a customer of a web hosting provider).
  • Familiarity with CDN (Content Delivery Networks) is desired.
Personal Characteristics:
  • Kind: You understand customers come first and do whatever it takes to help solve a problem and put a smile on their face
  • Collaborative: You’re always looking for ways to help, learn from others, and find the right solution, which may not be yours
  • Pragmatic: Always looking for better ways to solve challenges and think things through in detail while keeping an open mind and the ability to adapt to new ideas
  • Relaxed but focused: We like to have fun, but we work hard. The ability to balance both with some humor can make every day a win
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