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The Hosting Engineer provides technical support and serves as the First Point of Contact (FPOC) and First Point of Resolution (FPR) for Edge customers. The role of Hosting Engineer is to monitor and react to custom alarms, customer portal tickets and inbound calls to the call center.  The Hosting Engineer will facilitate timely resolution of alarms and incident ticket through basic and advanced troubleshooting methodologies and through standard operating procedures.  The goal of the Hosting Engineer is to respond to alarms and Return to Service (RTS) through standard operating procedures and technical troubleshooting skills, as well as provide value add support by reviewing and monitoring alarms and tickets for Change and Problem Management activities. Additional responsibilities may include the provisioning and decommissioning of physical and virtual servers, SSL certificates, VPN configurations, Windows and Linux OS patching and server administration.

Edge Hosting LLC, based in Baltimore, MD, is a leading provider of high capacity managed hosting services and is looking to expand our customer support team. We are seeking intelligent, highly motivated individuals that enjoy assisting clients and have a passion for troubleshooting, learning, and sharing knowledge.

Qualified candidates MUST possess the following:

  • 2+ years of Windows and/or Linux network administration, WAN administration, and/or LAN administration
  • 2+ years of network administration, WAN administration, and/or LAN administration
  • 2+ years of experience with Apache, IIS, DNS/Bind, Sendmail, Weblogic, MySQL, Postfix, ASP, .NET, ColdFusion, PHP, Perl, HTML, Apache and Tomcat, Commvault
  • 2+ years of customer support experience
  • Experience with network monitoring tools (ex: HP Openview, Intermapper, Solarwinds)
  • Fundamental understanding of the OSI model
  • Strong understanding of troubleshooting techniques.
  • Excellent documentation, communication and interpersonal skills.
  • Good communication skills over the phone, e-mail and documentation
  • Experience with high availability environment
  • Accomplishes tasks with minimal supervision
  • Knowledge of Hosting Solutions such as:
  • Cloud Hosting
  • Cluster Hosting Enterprise E-Mail Hosting
  • Colocation

Preferred qualifications include:

  • Microsoft and or Linux Certifications
  • Fundamental understanding and/or experience with routing
  • Intermediate level of knowledge of TCP/IP protocols.

Essential Function: 

  • Work with various internal groups and customers to troubleshoot server/application/hardware issues, provide resolution(s)
  • Adhering to the escalation timelines and procedures as required
  • Troubleshoot and provide breakfix response to all software and hardware related service disruptions
  • Accurate documentation of work history.
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