About this role
Main responsibilities Process technical incidents and service requests through the ticketing system in English and Russian. Diagnose and resolve issues affecting Linux operating systems, dedicated servers, cloud instances, and network services. Investigate server availability, performance degradation, connectivity problems, and service interruptions. Analyze system logs, monitoring alerts, resource utilization, and other diagnostic information. Troubleshoot Linux services, processes, file systems, permissions, packages, and system configurations. Perform initial diagnostics of network issues involving IP connectivity, routing, DNS, packet loss, latency, and blocked ports. Check the condition of server components, storage devices, RAID arrays, memory, and other hardware. Use monitoring and remote-management tools to investigate server health and availability. Coordinate hardware checks and replacement activities with on-site data-centre engineers. Assist customers with server access, operating-system recovery, network configuration, and service restoration. Reproduce reported problems and collect the technical information required for further investigation. Escalate complex incidents to Network, Infrastructure, Cloud, or other engineering teams, providing complete diagnostic results. Keep customers informed about investigation progress, identified causes, and resolution steps. Follow incident-management, security, escalation, and change-management procedures. Create and update internal instructions, troubleshooting guides, and knowledge base articles. Identify recurring issues and contribute to improvements in support processes and documentation. Cooperate with technical teams responsible for the development and maintenance of the company’s infrastructure. Requirements At least two years of professional experience in technical support, Linux system administration, NOC operations, hosting, or another infrastructure-related IT role. Confident administration of Linux operating systems, particularly Ubuntu, Debian, and CentOS or their derivatives. Strong command-line skills and practical experience working with files, permissions, users, processes, services, packages, and system logs. Ability to use standard Linux diagnostic utilities to investigate system and network problems. Good understanding of TCP/IP, IP addressing, subnetting, routing, DNS, ports, and common network protocols. Practical knowledge of SSH, HTTP/HTTPS, ICMP, and basic firewall concepts. Understanding of server architecture and common hardware components, including CPU, RAM, storage, and network interfaces. Knowledge of RAID technologies, file systems, and disk-health monitoring. Experience using ticketing, monitoring, logging, or remote server-management systems. Ability to troubleshoot technical issues systematically, identify root causes, and document investigation results. Ability to distinguish between operating-system, hardware, network, and application-level problems.