• Job Description

  Req#: 575178

  Company Summary

  HorizonIQ is a leading provider of secure, scalable Infrastructure as a Service (IaaS) solutions, specializing in managed private cloud and bare metal environments. With a commitment to 100% uptime and expert support, we empower businesses to optimize IT operations, reduce costs, and scale confidently. Our services are trusted by over 1,400 customers across industries, backed by a legacy of innovation and a global network of data centers.

  
  

  Role Overview

  As a Tier 1 Technical Support employee at HorizonIQ, you are often the first point of contact for customers and play a critical role in shaping their support experience. You’ll be responsible for triaging incoming tickets, communicating clearly and promptly, and documenting issues thoroughly. While this is an entry-level technical role, it requires strong customer service skills, a basic understanding of IT concepts, and a willingness to learn.

  
  

  You’ll handle requests related to service provisioning, general product questions, and basic troubleshooting across HorizonIQ’s hosting platforms—including bare metal, virtualization, storage, and networking. Where needed, you’ll escalate more complex issues to Tier 2 or Tier 3 support teams, providing the groundwork for a smooth resolution.

  
  

  General Responsibilities

  
  

  - Respond to customer inquiries quickly, efficiently, and in accordance with HorizonIQ response time goals.

  - Triage issues, gather relevant information, and document thoroughly in the ticketing system.

  - Provide clear updates to customers via written and verbal communication throughout the lifecycle of a ticket.

  - Perform basic troubleshooting and attempt resolution using known solutions and internal documentation.

  - Escalate complex or high-impact issues to Tier 2 staff with a well-documented summary of the problem and steps taken.

  - Collaborate with the support team to maintain a consistent, high-quality support experience.

  - Follow established procedures and contribute to internal documentation as needed.

  
  

  Technical Exposure (Preferred Familiarity)

  
  

  Tier 1 support staff are not expected to be experts but should be comfortable working with and learning the following:

  
  

  - Common email clients (e.g., Outlook, Thunderbird) and FTP tools.

  - DNS basics, including how domain records work and common misconfigurations.

  - Basic SQL concepts and usage in support scenarios.

  - Reading and interpreting system and application log files.

  - Basic understanding of web servers (Apache, NGINX, IIS), database servers (MySQL, MSSQL), and scripting languages (PHP, Python).

  - Virtualization tools including vCenter, Proxmox, and SCVMM.

  - Cloud environments like AWS, Azure, and OpenStack (basic familiarity).

  - Backup software such as Veeam (conceptual understanding preferred).

  - Monitoring systems and how alerts are triggered.

  - Remote server access tools (e.g., IPMI, KVM, SSH, RDP).

  - SSL certificate basics and installation procedures.

  - Linux command line navigation and Windows Server basics.

  
  

  Qualifications

  
  

  - 1–2 years of experience in a technical support or customer service environment (internships or help desk roles are acceptable).

  - General understanding of networking concepts (IP addressing, basic routing, DNS).

  - Basic familiarity with Linux (Ubuntu, CentOS) and Windows Server environments.

  - Exposure to virtual environments (Proxmox, VMware, Hyper-V) is a plus.

  - Strong written and verbal communication skills.

  - Detail-oriented, organized, and able to manage multiple tasks simultaneously.

  - Demonstrated sense of urgency and customer focus.

  - Ability to work in a team and take direction from senior engineers.

  
  3rd shift-
  
  First 90 days will be day shift for training

• About the company

  A global provider of high-performance data center and cloud solutions. Empowering purposeful, performance-driven IT transformations at global scale.

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