Service & Support Specialist

At Wise & Hammer we create exceptional experiences.

Amazing ongoing service & support for our customers is a big part of that. We take an active interest in our customers’ businesses, monitoring and resolving technical problems, providing insight and thinking beyond general technical support. At Wise & Hammer our goal is always to provide an above and beyond experience.

Wise & Hammer is on the lookout for an amazing Service & Support Specialist to join our family. At W&H you will be working closely with clients/partners and the W&H team. You will be maintaining and improving web solutions built on various platforms, and providing technical support and general consultation to clients/partners on a daily basis.

If you have a passion for the web, open-source development, and for helping clients get the most out of their products. You should think about joining us!

Experience:

  • A minimum of three (3) years of related experience in digital product support, operating and maintaining web servers, web-based applications and associated hardware and software in or for an agency.
  • Demonstrated ability to design, implement, and manage web-based applications and server environments hosting an ongoing portfolio of active websites/projects in all environments including development, staging, and production
  • Strong knowledge of LAMP stack and administration is an absolute requirement
  • Knowledge of Drupal and WordPress content management systems and optimized server configurations.
  • Understanding of development workflows including code versioning (e.g. GIT)
  • Strong documentation skills and experience working in multi-tenant code environments
  • Strong knowledge of database technologies (e.g. MySQL) including maintenance
  • Strong knowledge of web and application-based services
  • Sound understanding of account-based access control mechanisms and principles
  • Knowledge of scripted deployment tools
  • Understanding of caching technologies
  • Understanding of Domain Name (DNS) and Directory services
  • Knowledge of server-based and desktop software for both Mac and Windows operating systems.

Responsibilities include:

  • Working closely with clients and the W&H team to provide exceptional service to support and improve web solutions built on various platforms (primarily Drupal, and WordPress). You will provide technical support and general consultation to clients/partners on a daily basis. You will always strive to ensure clients/partners feel respected, valued and heard in each interaction.
  • Schedule and perform regular system and software updates to existing products.
  • Working with senior developers to execute and/or facilitate rapid turnarounds of small development tasks (<8 hours) while ensuring maintainability of implemented solutions.
  • Admin responsibilities, including creating and updating service tickets, timekeeping, estimating, and credentials management.
  • Use development and diagnostic tools as well as manual process to evaluate website performance, QA, load test, and troubleshoot every imaginable problem that might come up with a website.
  • Stay up-to-date with managed platforms and web development best practices.
  • Work with Google tools like Google Analytics, Google AdWords, and Google Webmaster Tools to support digital marketing campaigns and reporting on clients digital products.

Other:

  • Excitement for technology and the digital industry, initiative, creativity, and ability to learn new skills.
  • Excellent time management and organizational skills.
  • Strong problem-solving skills, ability to troubleshoot technical challenges.
  • A particular understanding of best practices for developing software and customizing hardware for use in the web environment.
  • Exceptional communication skills. You can gracefully break down, solve, and explain, even the most complex problems.
  • Ability to prioritize while working with multiple tasks. Demonstrated flexibility in working with changing demands.
  • Open towards flexible hours (on-call duties)
  • Comfortable in a Mac environment

How to apply:

Please e-mail your application along with availability to jobs@wiseandhammer.com with the title ”I am your Support Specialist

We look forward to hearing from you!

We appreciate the interest of all applicants, however, only those deemed qualified will be contacted. No phone calls please.
Wise & Hammer is proud to be an equal opportunity workplace, we value diversity. Wise & Hammer is committed to fair and equitable treatment of all applicants and team members.
Job Type: Full-Time / Part-Time 
Experience Required: 3+ years
Starting Salary: based on experience