Customer Support Technician

Job not on LinkedIn

🕒 August 23

🇪🇺 Europe – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 26%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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OnHires

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2020

🎯 Recruiter

👥 HR Tech

🤝 B2B

Recruitment • HR Tech • B2B

OnHires is a global IT recruitment and staffing partner that sources, vets, and places technical and creative talent for fast-growing companies. They provide services including vetted developers, sourcing, executive search, talent mapping, RPO, HR consulting, and flexible hiring models (subscription, pay-per-hire, hourly), with a focus on fast, high-quality hires and scalable talent pipelines.

📋 Description

• Provide 1st and 2nd line technical support and handle Tier 2 escalations when appropriate • Support customers via email, live chat, Slack, WHMCS ticketing, and rarely by phone • Troubleshoot VPS connectivity, remote access, operating system, software, hardware, and networking issues • Diagnose and resolve issues while meeting SLAs and response times • Collect IP addresses, error messages, screenshots, system details, and connection data • Manage multiple customer inquiries and maintain customer satisfaction • Monitor open issues and follow up until resolution • Guide customers through installation, configuration, and use of products and services • Explain technical concepts and troubleshooting steps to technical and non-technical users • Escalate complex issues with complete diagnostic information and documented troubleshooting • Collaborate with the wider IT team on advanced technical problems • Follow and improve processes, procedures, and troubleshooting documentation • Create and maintain knowledge base articles, troubleshooting guides, technical documentation, and internal processes • Track customer interactions, troubleshooting steps, issues, and resolutions • Relay customer feedback to improve products, services, and support processes • Assist with IT projects and technical initiatives • Participate in rotating on-call coverage for internal and customer production issues • Support sales inquiries with technical guidance and product information

🎯 Requirements

• Experience in technical customer support, IT support, help desk, or a similar role • Strong troubleshooting and problem-solving abilities • Excellent written and verbal English communication skills • Proactive attitude and genuine interest in helping customers solve technical problems • Patient, professional, and empathetic approach with customers • Ability to communicate with customers with different levels of technical knowledge • Ability to manage multiple customer inquiries while maintaining accuracy and customer satisfaction • Strong organizational skills; ability to prioritize tasks, meet deadlines, and respond promptly • Ability to work independently and collaborate with a technical team • Ability to clearly document troubleshooting steps, processes, instructions, and resolutions • Experience with ticketing or customer support platforms such as WHMCS, Jira, Zendesk, ServiceNow, or Freshdesk • Ability to gather and document complete diagnostic information before escalating issues • Willingness to continuously learn new technologies, processes, and technical skills • Experience supporting Linux servers, particularly Ubuntu or Debian (nice to have) • Knowledge of Windows Server 2019/2022 (nice to have) • Basic understanding of TCP/IP, DNS, DHCP, VPN, VLANs, Firewalls/ACLs, and Switching (nice to have) • Experience in a fast-paced IT environment (nice to have) • Previous experience in financial services, FX, trading, or similar environments is a plus • Relevant certifications such as CompTIA A+, Network+, Security+, or Server+ are a plus

🏖️ Benefits

• Fully remote work • Monday–Friday, 06:00–14:00 BST (UTC+1) schedule • Rotating on-call coverage • Opportunities for continuous learning and technical growth • Hands-on exposure to VPS, dedicated hosting, Linux, Windows, networking, and infrastructure • Opportunities to expand responsibilities and take on more responsibility as the company grows