Support Specialist

Company Description

Skaylink’s history dates back more than 30 years through the various IT companies that merged to become one. Each independently recognized as experts in their field, they are now united as Skaylink.

In 2019, the creators of Skaylink came together to consider how they might be able to work together to guide medium-sized and large enterprises across their entire cloud journey. These discussions gave rise to the idea of combining their individual expertise and experience to create a next-generation cloud enterprise and together become Europe’s leading provider of cloud services.

Not long after, Skaylink was founded in 2020. Since this time, additional niche experts and cloud pioneers have been added to the portfolio.

Role Description

The 24/7 Support Specialist is responsible for providing exceptional technical support to our customers on a 24/7 rotational schedule. This role requires a proactive and analytical individual who can effectively troubleshoot and resolve a wide range of technical issues related to our IT infrastructure. In addition to providing direct customer support, the Support Specialist will actively contribute to the improvement of our monitoring systems and documentation.

Essential Duties and Responsibilities:

Customer Support:

• Respond promptly to customer alerts and calls.
• Review the documentation workbooks to diagnose and troubleshoot technical issues related to Hyper-V, M365, VMware, and Network environments.
• Provide timely and effective solutions to customer problems.
• Document all customer interactions and resolutions in a clear and concise manner.

System Monitoring and Improvement:

• Proactively review monitoring system alerts and identify potential issues.
• Collaborate with the engineering team to analyze and resolve system issues.
• Participate in the development and improvement of monitoring system rules and alerts.
• Conduct root cause analysis of system failures and implement preventative measures.

Documentation:

• Work close to the engineering team to maintain and update comprehensive documentation, including workbooks with required actions for common problems and alerts.
• Ensure documentation is accurate, up-to-date, and easily accessible to other team members.
• Contribute to the development of knowledge base articles and training materials.

Other Duties as Assigned:

• Participate in on-call rotations as required.
• Assist with other IT-related projects as needed.

Qualifications:

Education:

• Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field preferred.
• Experience: 2+ years of experience in providing technical support in a fast-paced environment.

Technical Skills:

• Strong understanding of Hyper-V, M365, VMware, and Networking concepts.
• Experience with troubleshooting and resolving issues related to these technologies.
• Familiarity with scripting languages (e.g., PowerShell, Python) is a plus.
• Experience with monitoring tools (e.g., Nagios, Prometheus, PRTG) is a plus.

Soft Skills:

• Excellent communication and interpersonal skills.
• Strong problem-solving and analytical skills.
• Ability to work independently and as part of a team.
• Excellent 1 customer service and communication skills.  

Language Skills:

• Strong written and spoken German is required