Careers

Senior Technical Support Analyst

Xandros Corporation is currently seeking a Senior Technical Support Analyst to join our technical support team and provide outstanding technical support to Xandros customers.

The Senior Technical Support Analyst is responsible for troubleshooting and resolving technical issues and creating knowledge-base articles. They need to be thorough, organized, and be able to manage time effectively in our challenging environment.

The ideal candidate will have extensive hands-on Linux//Unix Systems Administration experience, exceptional communication skills (written and oral), experience working in the IT outsourcing industry, effective team leadership skills, excellent prioritization skills, attention to detail with a strong drive for success.

Responsibilities:

Prioritize and troubleshoot complex problems and provide complete solutions to ensure a high level of customer satisfaction
Manage escalations from Technical Analysts to Product Development and tracking of support incidents
Promote knowledge transfer to influence positive change and strengthen the team’s performance
Create documentation including Knowledge Base articles and Technical Alerts
Track and report escalation and resolution metrics
Rotational Emergency Pager duties
Stay abreast of the latest technology trends

Qualifications:

Minimum 5 years Linux/Unix Systems Administration experience, specifically RedHat and SuSE (resume should clearly illustrate experience)
Minimum 3 years experience with a variety of mail servers and clients (Scalix, Exchange, Lotus Domino, Groupwise, Thunderbird, Evolution HP Openmail, Samsung Contact)
Superior understanding of MTA’s, SMTP, Postfix, IMAP, POP3 and MAPI
Experience with CLI including the ability to debug log files
Ability to write basic shell scripts
Excellent working knowledge of the following: LDAP, Active Directory and PAM
Solid understanding of DNS/Bind
Knowledge of Apache, Java & Tomcat
Strong written and oral communication skills
Strong organizational skills with the ability to manage time/issues effectively
Strong customer handling skills with the ability to manage customer escalations and expectations
Exceptional troubleshooting skills

Contact our Human Resources department regarding these opportunities. Be sure to indicate the job position you are interested in and embed your resume in plain text.