Job Title: Senior Support Technician
Responsible to: Chief Technologist
Exacta Technologies is a dynamic and rapidly growing OEM server hardware business that is fast establishing itself as a force to be reckoned with in the computer industry. In 2020 we moved to a brand new state of the art manufacturing facility in Emersons Green, North Bristol.
As part of our growth strategy we’re looking for an enthusiastic and experienced Senior Support Technician to join our team. You’ll have a keen interest in IT and computing and be determined to make a career for yourself. It’s an exciting opportunity to make a real difference to a growing business and make the role your own.
Working in our Bristol facility as part of the tech support team you will be involved in handling customer support calls - utilising a combination hardware and software troubleshooting experience to determine faults and find solutions - ranging from faulty hardware, deployment issues, or unexpected performance issues post-deployment. You'll also use your expertise to help document best practices and functions of our products as relates to customer use in an online knowledge base or product manual, e.g deployment of hardware via PXE boot, or how to tune Linux OS for high performance workloads.
Exacta Technologies has a wide customer base, with products in the CCTV, Cybersecurity, Data Analytics, Network Emulation and Financial High Frequency Trading sectors, to name a few. We work with a wide range of hardware from network appliances and whitebox rackmounts, to multi-GPU and overclocked servers. Every day is different and presents new challenges, as a Senior Support Technician you will innovate to solve problems.
Support Technicians are key members of the team, ensuring Exacta continues to meet and raise customer expectations to provide excellent service throughout the business. You will be in a position to influence change as the company continues to grow and expand its reach.
Responsibilities
- Take email and phone support queries
- Ensure product documentation and knowledge bases are up to date, for example:
- Validate + document our products across Linux versions
- Validate + document deployment features of our products ie; PXE boot functionality, IPMI functionality, remote management features
- Troubleshoot performance issues
- Troubleshoot customer issues relating to Linux/deployment of our products
- Work with customers to remotely diagnose issues
- Liaise with customers and internal teams
Candidate Skills
- A good understanding of a wide range of consumer and enterprise grade computer hardware
- Strong understanding of the Linux environment - particularly Red Hat
- Experience tuning Linux for high performance or low latency beneficial
- Basic scripting experience beneficial - shell/bash/REST API
- Experience with enterprise features such as PXE, IPMI/iLO
- Overclocking experience beneficial
- Windows experience - both consumer and enterprise
- Basic networking understanding
- Data Centre experience beneficial
Candidate
- Articulate with strong communication skills; written and verbal
- Strong problem-solving skills
- Able to work alone and as part of a team
- Motivated with an ability to take the initiative
- The ability to adapt and take on new responsibilities
- A positive proactive attitude
Job Types: Full-time, Permanent
Salary: Up to £45,000 per year depending on experience
COVID-19 considerations:
Company wide government approved risk assessment completed. Following all government recommended precautions & practices.
Schedule:
- 8 hour shift
- Monday to Friday
Supplemental pay types:
Education:
- GCSE or equivalent (preferred)
Experience:
- Linux: 2 years (preferred)
- Technical support: 3 years (preferred)
- Customer service: 2 years (preferred)
Work Location: One location
Exacta Technologies Ltd
3 Vertex Park South
Emersons Green
Bristol, BS16 7LB
