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 personnel in Tier 3 handle the most complex support issues that come from our clients and that require in-depth knowledge or a deep technical understanding. The people in this role will be considered Support Architects and a final point of contact in the support process.
Tier 3 personnel have experience in mastering multiple product areas, leading productivity improvements, and defining best practices within those product areas, but also in mentoring the team and directing the work efforts to the best results possible, creating solutions to each technical problem encountered by the team.
Responsibilities
- Take ownership of the customer requests escalated to Tier 3 support
- Create scripts/plays/runbooks for automation purposes migrations and repetitive tasks, incident response and more
- Monitor systems, applications and react to events
- Design, operate and troubleshoot modern web architectures (web, caching, databases, microservices, distributed systems, clouds)
- Knowledge in reading, interpreting documentation and operating manuals for complex IT systems (Joyent Triton, Kubernetes, Nomad/Consul, OpenShift)
- Manage IT infrastructures (clouds, hybrid architectures) and deliver complete IaaS solutions for our customers
- Work on virtualization and containerization technologies such as KVM, docker/podman, lxc/lxd, VMware and Triton, bhyve, Kubernetes, Nomad
- Analysis and troubleshooting (root cause, USE / RED methods and more)
- Ensure SLAs are met for major incidents, events, issues and escalated situations
- Provide documentation for problem resolutions, as well as documentation for processes and maintenance of inventories and other key departmental information
- Provide technical expertise in researching, identifying, evaluating, recommending and/or developing information security systems, controls, methods, techniques and models
- Design, build and operate infrastructures, systems and architectures within our cloud or our partners cloud for specific customer applications
Must Have
- Bachelor's Degree in Computer Science, Maths, a related discipline or equivalent work experience
- Past experience (7+ years) as a systems administrator, network engineer, DevOps engineer, cloud engineer or similar technical position/role
- RHCSA Certification or equivalent Linux certification
- Extensive experience in administering Linux (Red Hat, 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)
- Experience in scripting (Bash, Python) and being comfortable in reading scripts and understanding them
- Extensive experience in web-based services and applications: Apache/nginx, PHP/FPM, Node.js etc
- Detailed knowledge of networking protocols and troubleshooting: DNS, HTTP, SSL, TCP
- Extensive monitoring experience for application performance, uptime and fault management
- Experience operating and troubleshooting email services and SMTP
- Experience working with ticketing systems: deals with escalated tickets and documents the resolution that successfully solved the customer issue
- Advanced English skills (reading, writing and speaking)
- Experience with DevOps or Site Reliability Engineering concepts and implementations
- Excellence in technical communications with both technical and non-technical peers
- Knowledge of client/server and distributed systems (private/public cloud, such as Red Hat Virtualization, Triton, AWS, Azure etc)
- Experience in automation and getting things done right the first time (we use Rundeck, Ansible, Checkmk, Bash/Python scripts etc)
- Adheres to organizational processes and procedures
- Contributes positively to working environment
- Experience with containers/dockers and related technologies
- Exhibit strong technical aptitudes and abilities to research and solve complex issues independently
Nice to have
- Experience supporting a 24x7 internet-oriented production environment
- Self-starter who is excited about learning new technologies on a daily basis
- Customer service experience / strong customer focus
- Experience with UNIX systems (Solaris, Illumos) represents and interest
Essential skills for Tier 3 Technical Support Architects
Empathy
People in this role should genuinely want to help other people. That desire begins with empathy: willingness to understand another persons’s experience and see it thorough their eyes.
Strong communicator
This job is about communicating with other people. Technical Specialists need to communicate well both verbally and in writing. Communication is about listening, then clearly articulating ideas and information in an authentic way.
Internet Savvy
The internet and mobile computing provide us with more ways than ever to communicate with each other. We refer to these as channels, and we often provide customer service simultaneously on many different channels.
Growth mindset
Products, technology, and policies will change over time, and our Technical Specialists will need to change with them. We look for people who have demonstrated a drive for learning and growing.
Master of Simplicity
When a customer makes the effort to reach out and ask for help, it’s the Specialist’s job to quickly assess the problem, sort it all out, and then present the customer with the simplest answer possible.
Perseverance
Our colleagues need to have the ability to resolve issues by challenging themselves, spending time researching a case or file, and being able to stay focused on long-term goals. People who persevere show steadfastness in doing something despite how hard it is or how long it takes to reach the goal.
What's great in the job?
- Great team of smart people, in a friendly and open culture
- No dumb managers, no stupid tools to use, no rigid working hours
- No waste of time in enterprise processes, real responsibilities and autonomy
- Expand your knowledge of various business industries
- Create content that will help our users on a daily basis
- Real responsibilities and challenges in a fast evolving company
What We Offer
Each employee has a chance to see the impact of his work.
You can make a real contribution to the success of the company.
Several activities are often organized all over the year, such as weekly
sports sessions, team building events, monthly drink, and much more
Perks
A full-time position
Attractive salary package.
Trainings
12 days / year, including
6 of your choice.
Sport Activity
Play any sport with colleagues,
the bill is covered.
Eat & Drink
Fruit, coffee and
snacks provided.
