Support Engineer » EltasJobs

Organization: Kineo

Job Title: Support Engineer

Function: Client Services

Location: Chicago, USA

Job purpose

To provide Kineo’s clients and internal teams with high quality and efficient technical support, for all Kineo’s hosting platforms and software deployments. To maintain a proactive approach towards the correct implementation of process and security controls, ensuring the stability and effectiveness of Kineo’s deliverables. To fulfill a key role that will help place Kineo as the global de facto in Totara hosting and support.

Key skills

Essential

Linux server setup (primarily Ubuntu and RHEL), configuration and maintenance
Linux web server maintenance, troubleshooting and monitoring
Experience with database administration (PostgreSQL, MySQL or similar)
Administration of open source web applications
Strong customer service focus and mentality
Strong oral and written communication skills
Ability to communicate with all levels of staff
Intelligent approach to problem solving, with proactive, can-do attitude

Desirable

Support desk experience
Understanding of open source software, development and communities
Experience with learning platforms, web content management systems, customer relationship management or team collaboration tools
Totara or Moodle experience or any exposure to supporting any other Learning Management System a distinct advantage

Key Responsibilities

To play a key role in maintaining a profitable Hosting & Support division within Kineo
To ensure clients have consistent, efficient and effective access to reliable, high quality hosting and support, appropriately matched to the nature of their software installation(s)
To ensure an understanding and proactive application of in-house documentation and policies on server information security, change control, disaster recovery and process management
To ensure servers and installed software are correctly configured, secured, optimized, monitored and maintained
To ensure the conditions of Kineo’s various support packages are fulfilled on a per client basis e.g. application monitoring, security patches, version updates and upgrades
To ensure internal development teams are appropriately supported in their requests for site setups, promotion of code and other server related requirements
To ensure efficient and effective time management, enabling both internal and external tasks to be actioned and resolved as quickly as possible
To ensure clients and internal colleagues are communicated to in a professional, articulate and succinct manner, in a tone appropriate to their level of technical understanding
To ensure applications are deployed on time and within imposed internal time constraints
To ensure Kineo’s hosting and support services are administered in strict adherence to Service Level Agreements (SLAs) and uptime guarantees

Key tasks

The Support Engineer will be expected to carry out a range of tasks associated with the provision of technical support to colleagues / clients and the delivery of services. These will include but not be limited to the following tasks:
Assist the Client Service Team in the provision of high quality, responsive hosting and support to Kineo’s client base
Administer, monitor, maintain and troubleshoot a variety of Linux server environments
Provide technical support services to clients and colleagues
Setup and maintain web applications
Become an expert administrator of Totara LMS, as well as maintaining an up-to-date knowledge of other open source product developments and releases
Produce technical documentation and tutorials for both clients and internal colleagues
Maintain security infrastructure for credential management and Kineo hosted client applications
Manage domain and DNS configuration
Maintain and adhere to a strict and clear task list

About Kineo

Kineo is a global leader in providing cost effective, rapid, custom eLearning, learning portals, and learning management systems (LMS) to the worldwide corporate market. Our latest innovation is responsive e-learning, which works on all devices through intelligent design. Our clients include Google, Apple, Pepsico, Nike, Kronos, Tesco, Nikon, Marks & Spencer, Bridgestone, Abbott, Capella University and Kohl’s.

Job Type: Full-time

Salary: $50,000.00 to $80,000.00 /year

Education: