Team Leader Technical Support
In case you’re fond of taking smart risks, able to roll with the punches and accept challenges, you might fit in with 3W Infra’s culture of innovation. We will totally embrace you if you got what it takes. Do you truly believe, just as our founders, that 3W Infra is able to make a REAL difference as a pure-play IaaS solutions provider in the worldwide hosting industry? Then don’t hesitate any further and please let us know.
What You’ll Be Doing
As a Team Leader, the primary responsibilities will be leading, motivating and overseeing the day to day management of the Technical Support Department. You’re a strong individual who conquers the most intricate challenges by providing innovative and unique solutions for our customers while giving guidance and mentoring to the team members. The Team Leader will also be expected to have an active role into making the department and team member ‘ready for the future’.
Primary tasks:
- Coaching the members of the Technical Support Department
- Organizing regular team and bilateral meetings
- Organize and conduct performance reviews in close conjunction with HRM
- Setup and manage personal development plans
- Setup and safeguard the ‘onboarding plan’ of new team members
- Manage the 24/7 shifts of the Technical Support Department
- Manage holiday planning and sick-leave reporting
- Active monitoring of all tickets in such way that department’s and organizational objectives (Customer Satisfaction, Response Times) are met
- Coordinating and managing escalations
- Talking staff or customers through a series of actions to help set up systems or resolve issues
- Rapidly establishing a good working relationship with customers and other partners, such as hardware vendors, transit providers and data centers
- Due to 24/7 operations of the support team, it may be required to provide coverage overnight, on weekends and holidays
What We’ll Expect From You
We still consider ourselves a start-up, so in case you’re fond of taking smart risks, able to roll with the punches and accept challenges, you might fit in with 3W Infra’s culture of innovation. We will totally embrace you if you got what it takes. Do you truly believe, just as our founders, that 3W Infra is able to make a real difference as a pure-play IaaS solutions provider in the worldwide hosting industry? Do you have experience in a hosting and/or data center environment? Have you got the skills to understand and act on customer needs? Do you have a pro-active, hands-on mentality?
Our ideal candidate will have:
- 7+ years’ experience in hosting and/or data center environment
- Knowledge of server and network equipment
- Knowledge of various operating systems, preferably Linux.
- Network knowledge (adjusting DNS/Netmask/gateway/etc.)
- Knowledge of load balancer and firewall hardware and software
- Experience with project management
- Experience with escalation management
- Experience with people management
- Enthusiastic, open and inspiring personality
- Controlling (interview) techniques, such as STAR and SMART
- A good command of English, verbal and written
- A valid (category B) driver’s license
About 3W Infra
Founded in 2014 by some Internet and hosting industry veterans, 3W Infra is a pure-play Infrastructure-as-a-Service (IaaS) hosting providerheadquartered in Amsterdam, the Netherlands. The company’s enterprise-grade hosting solutions – tailored to the specific needs of each customer – are engineered for scalability and cost-efficiency, with cloud-enabling services including dedicated servers, colocation, IP transit, and high-level customer support with remote hands.
As a fast-growing company aiming for sustainable growth, 3W Infra has already 3,000 dedicated servers under management, while its global network now exceeds 160 Gbps of available bandwidth. 3W Infra’s customer base includes some of the largest Internet, broadcasting and cloud services companies in Europe and beyond.
What We Offer
You will be joining a fast moving organization, with a great working environment and good career prospects. We offer a competitive salary, travel allowance, and 25 days of paid time-off.
Want To Know More Or Wish To Apply?
For more information please drop us an email at hr at 3winfra.com, or send us your CV and cover letter.
