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Technical Analyst Supervisor
Summary
Title:Technical Analyst Supervisor
ID:1001
Department:Support
Location:Houston, TX
Description

Type: Full-time, Regular
Pay rate: Salary contingent with experience
Open Shifts: 11 PM - 7:30 AM 
Travel required: 10%
Telecommute: None ** This job is located in Houston, TX **
Ask about our Relocation bonus!

Position Overview: 

The Technical Analyst Supervisor helps ensure we deliver premier world-class support and provides direct supervision for the team members on their shift, promoting attendance and punctuality, boosting employee morale, delivering performance evaluations, coaching and mentoring, and collaborating on setting effective department procedures.


Essential Functions:   
    Leadership and Supervision 
  • Collaborates in the development of shift team members to their fullest potential, including regular 1-on-1’s
  • Demonstrates leadership by interpreting departmental policies and procedures, coaching and educating new staff members on proper technical procedures, concepts and practices, and by participating in individual, departmental, and interdepartmental projects
  • Assesses, builds, and delivers performance evaluations
  • Accountable for promoting high levels of service and support 
  • Responsible for effective employee feedback, including tracking improvements, opportunities for improvement, employee engagement and removing any impediments
  • Assists with the hiring of new technical analysts through phone interviews and testing scenarios (broke box tests)
  • Promotes effective daily shift handoff meetings
  • Provides employees specific goals and objectives and provides guidance on how to achieve them
  • Provides effective communication, collaboration and direction to direct report employees and team leads
  • Promotes good attendance and punctuality of shift employees
  • Manages PTO and coverage for employees on their shift
  • Takes action in the absence of senior staff to promote the welfare of the department and continuous execution of the department’s business objectives
  • Contributes feedback on departmental procedures and how they can be improved
  • Maintains a high level of productivity 
  • Maintains successful customer relationships by maintaining a feedback score of 9.20 or greater 
  • Contributes to company and department documentation efforts 
  • Adheres to the policies and procedures of the company
  • Exemplifies the Core Values of Integrity, Respect, Collaboration and Follow-through

Eligibility Requirements:

  • High School diploma or equivalent
  • Two to Four years of Linux/*nix/BSD system troubleshooting or a related certification (RHCE)
  • Three years of web hosting industry experience or other related work preferred
  • One year of management or supervisory experience preferred
Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

  • Oral Communication - able to speak clearly and effectively in positive or negative situations to customers and employees 
  • Written Communication - able to communicate effectively in all written work, utilizing proper grammar, spelling, and punctuation 
  • Time Management - able to use time effectively in an unsupervised fashion, pursuing other activities when regular duties have reduced volume; able to complete projects in a timely manner 
  • Planning/Organizing skills - able to prioritize work activities, use time efficiently and work through large projects in a self-motivated manner 
  • Adaptability - able to adapt to changes in the work environment, manage competing demands and able to deal with frequent change, delays or unexpected events 
  • Computer knowledge - computer proficiency, which includes knowledge of word processing and spreadsheet software; strong knowledge of electronic communication systems; able to navigate internet competently 
  • Problem solving skills - able to identify and resolve problems in a timely manner, gather and analyze information skillfully; able to apply independent judgment on regular basis in making decisions 
  • Interpersonal skills - able to interact with co-workers and customers in a courteous, professional and effective manner 
  • Math ability - able to perform basic math operations; able to apply concepts such as fractions, percentages, and ratios and apply them to work related situations 
  • Customer Service Requirements: customer engagement skills which include:
    • Ability to explain technical issues clearly and with sufficient detail
    • Understanding that everything we communicate to the customer makes a difference in making the customer happy
    • Positive and friendly attitude even when dealing with difficult customers or customers with lack of technical knowledge.
    • Ability to acknowledge limits in knowledge and seek assistance when necessary 
  • Technical Requirements: advanced technical skills which include:
    • Mastery of web server related technologies such as: Apache, Nginx, MySQL, PostgreSQL, PHP, Exim, Dovecot and other MTAs, SpamAssassin - configuration and troubleshooting of Bind, DNS, PureFTPD, ProFTPD, Tomcat, Mailman, and SSL
    • Solid understanding of CentOS/RHEL and their package management tools (Yum & RPM), shell commands, bash scripting, and basic linux security concepts
  • Bonus Technical Skills: additional consideration given to those who have knowledge in:
    • Ability to compile software such as the Linux Kernel, Apache, and other packages from source code
    • Ability to configure and build RPM’s
    • Mastery of web server related technologies such as: Nginx, Litespeed, Varnish - configuration and troubleshooting of PowerDNS and CloudLinux
    • Patch
    • Mastery of cPanel software, configuration and implementation
  • Travel -  Occasional local and/or overnight travel, some by air, specific to training courses or company conferences, may be required

Work Environment and Physical Demands

Ability to work in an office environment. Specific abilities required by this job include: Near vision; hearing; ability to transport oneself as needed throughout the day; ability to sit and use computer workstation, including keyboard and visual display terminal, for extended periods of time; manual dexterity (eye/hand coordination); repetitive arm/hand movements

  • cPanel is a 24/7 operation and nontraditional or extended hours (including weekends) are required

In return for all the above, we offer the following:

  • Competitive Salary
  • Full Health, Vision, and Dental coverage
  • Flexible Spending Account
  • Free on-site lunch
  • Paid Vacation
  • Tuition Reimbursement
  • Casual Working Environment
  • 401K Matching

EEO Statement

At our company, we take great pride in our diverse and talented workforce. We recognize that our continued success as a company depends largely on the collective strengths of our employees.

cPanel provides equal employment opportunities to all employees and applicants without regard to race, color, religious creed, sex, national origin, ancestry, citizenship status, pregnancy, childbirth, physical disability, mental disability, age, military status or status as a Vietnam-era or special disabled veteran, marital status, registered domestic partner or civil union status, gender (including sex stereotyping and gender identity or expression), medical condition (including, but not limited to, cancer related or HIV/AIDS related) or sexual orientation in accordance with applicable federal, state and local law. This policy applies to all terms and conditions of employment, including, but not limited to hiring, placement, termination, layoff, recall, transfer, leaves of absence, compensation, and training.  Privacy is taken seriously at cPanel, Inc. Information submitted is kept internally and not shared with third parties.

If this description fits you, apply below.  It's relatively easy and painless.

This opening is closed and is no longer accepting applications