Hiring a tech for support, based in US
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Well, it's still blurry right now. But roughly it's being able to answer on our live chat and ticket system during office hours, on technical and basic workflow XOA questions (at first).
Currently, our support ratio is:
- 1/3 regarding XenServer issues
- 1/3 regarding real XO features missing or bugs
- 1/3 regarding problem between keyboard and chair
I'm not requiring any diploma or whatever, I'm OK for motivated people with understanding on how basically virtualization works (and classical/basic CS stuff, like what's an IP stack and standard Linux knowledge).
It would start with a simple mission: try to answer easy questions firsts, then assign us if needed. The goal is to get him/her to understand what was the issue, then next time he/she could handle it.
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@olivier how do you want people to contact you about the position? Email, phone, SMS?
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@dustinb3403 said in Hiring a tech for support, based in US:
@olivier how do you want people to contact you about the position? Email, phone, SMS?
Carrier pigeon with CV attached.
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@nerdydad said in Hiring a tech for support, based in US:
@dustinb3403 said in Hiring a tech for support, based in US:
@olivier how do you want people to contact you about the position? Email, phone, SMS?
Carrier pigeon with CV attached.
Hogwarts' Owl
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@olivier are you considering college age kids or do you want someone with several years of experience?
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@nerdydad said in Hiring a tech for support, based in US:
@dustinb3403 said in Hiring a tech for support, based in US:
@olivier how do you want people to contact you about the position? Email, phone, SMS?
Carrier pigeon with CV attached.
If it follows RFC1149, I'm fine with that!
More seriously: careers at vates dot fr
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I just looked up Grenoble, it looks so nice there!
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@tim_g Yup but we would like to have someone staying in US to work there (except coming to see us once a year is totally doable
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@olivier said in Hiring a tech for support, based in US:
If it follows RFC1149, I'm fine with that!
That is hilarious.
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@olivier So a full time position then, is that correct? 40+/hours a week
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@dustinb3403 Yes, full time. I'm not really aware about the US laws regarding working hours.
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@olivier said in Hiring a tech for support, based in US:
@dustinb3403 Yes, full time. I'm not really aware about the US laws regarding working hours.
That is something you will need to brush up on then, I'm sure we could give you a general idea of the laws but I know I wouldn't want to misguide you on them.
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@dustinb3403 said in Hiring a tech for support, based in US:
@olivier said in Hiring a tech for support, based in US:
@dustinb3403 Yes, full time. I'm not really aware about the US laws regarding working hours.
That is something you will need to brush up on then, I'm sure we could give you a general idea of the laws but I know I wouldn't want to misguide you on them.
Obviously, we won't do that without legal backing somehow. But I also need to have some traction on this to push it further on legal aspects. If you decide to always wait for legal aspects first, you don't do anything (ie waiting to have all the info I mean)
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And yes, I'm open for juniors too, it doesn't really matter.
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@olivier I agree, just trying to get as much out about the position as possible.
Do you have a salary in mind for the position?
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@dustinb3403 Nope, what do you think would be a acceptable range for something like this?
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@olivier said in Hiring a tech for support, based in US:
@dustinb3403 Nope, what do you think would be a acceptable range for something like this?
I honestly couldn't give you a realistic idea.
Being Tier 1 support for the platform could begin at as low as minimum wage (in the states) or be at $20+ per hour. . . it really depends on what is required.
Being you want the person to have a basic understanding of an IP stack and XS and XOA working, my idea would be in the $20+ range.
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Would this position work directly with the customer (IE pick up the phone and say "XOA Support, how can I help you?")
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Or would the position have a help desk queue and they simply jump on all tickets that come in, remote in, investigate the logs, PEBCAK issues etc and escalate as required?
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No phone support, only live chat and tickets. And yes, directly with the customer.
