Technician
| Department | Support |
| Classification | Full Time |
| FLSA Status | Non-Exempt |
| Reports To | Manager, Support |
| Location | On Site |
| Pay Range | $22 – $32 Hour |
Position Summary
Support day-to-day operations across BlueBotPC and GR Host by assisting with customer communication, organization, scheduling, and general administrative tasks. Work closely with MATTFAULKNER to help maintain smooth business operations for both a professional consulting/MSP environment and a cloud hosting platform focused on Minecraft and game server hosting. This flexible remote role is ideal for someone who is dependable, organized, comfortable with technology, and able to adapt to a variety of support tasks as needed.
Responsibilities
Core Duties
- Respond to emails, messages, and customer inquiries in a professional manner.
- Maintain records, spreadsheets, documentation, and internal notes.
- Perform basic technical troubleshooting and escalate issues when necessary.
- Assist with onboarding documentation, account setup, or service coordination.
- Monitor tasks, notifications, and operational dashboards for issues or updates.
- Help maintain organization of files, digital assets, and business systems.
Technician 1:
- Deploy new Client Services using Terraform.
- Process Client Services Upgrades.
- Configure Client Services Monitoring.
- Offer Basic Technical Support via Discord & Email.
- Provide customers with Password Resets.
- Basic Server Troubleshooting (Status, Restart)
- Basic DNS Troubleshooting.
- Manual Plugin Updates for WordPress & Minecraft.
- Assist with SCP/FTP/S3 Operations
- Container Reloads
Technician 2:
- Process Client Services Downgrades.
- Process Firewall Change Requests.
- Troubleshoot deployment upgrade/downgrade failures.
- Diagnose and resolve a wider range of server and application issues.
- Manage and resolve customer escalations efficiently and effectively.
- Proactively identify and report potential issues for improvement in our services and processes.
Technician 3:
- Independently diagnose and resolve complex infrastructure issues impacting customer services.
- Perform advanced performance tuning and optimization of customer server environments.
- Handle complex and critical technical issues, often requiring in-depth knowledge and problem-solving skills.
- Develop and maintain internal knowledge base documentation and troubleshooting guides.
- Provide technical training to other support team members.
Secondary Duties
- Help test new services, platforms, or internal tools.
- Perform light moderation within online communities or support channels.
- Assist with basic website updates or content management.
- Help create guides, tutorials, FAQs, or technical documentation.
- Participate in research for software, hosting solutions, or operational improvements.
- Assist with inventory tracking, vendor coordination, or procurement tasks.
- Support basic server administration or hosting-related maintenance tasks.
- Help identify workflow improvements or automation opportunities.
- Assist with event coordination, project planning, or internal initiatives.
This list is not exhaustive. Additional duties may be assigned as business needs evolve.
Qualifications
Required
- Strong verbal and written communication skills.
- Ability to troubleshoot common Windows and basic Linux issues.
- Basic understanding of networking concepts including IP addressing, DNS, and port forwarding.
- Experience with common productivity and collaboration platforms.
- Ability to work independently and manage tasks in a remote environment.
- Strong organizational and time management skills.
- Professional customer service and problem-solving abilities.
- Ability to document issues, solutions, and technical procedures clearly.
- Willingness to learn new technologies and adapt to evolving workflows.
Preferred
- Experience in IT support, help desk, MSP, hosting, or technical support environments.
- Familiarity with virtualization, cloud hosting, or dedicated server management.
- Experience supporting Minecraft servers, game hosting platforms, or web hosting services.
- Familiarity with Linux server administration and command-line tools.
- Experience with ticketing systems, remote desktop software, and monitoring platforms.
- Knowledge of web hosting technologies such as Apache, Nginx, Caddy, or AMP by CubeCoders.
- Basic scripting or automation experience using Bash, Python, or PowerShell.
- Familiarity with cybersecurity best practices and account security procedures.
Technical Skills
| Area | Required | Preferred |
|---|---|---|
| Operating Systems | Windows troubleshooting and administration | Linux server administration, command-line tools |
| Networking | IP addressing, DNS, port forwarding, basic switching concepts | VLANs, firewall configuration, VPN |
| Communication & Collaboration | Slack, Discord, email platforms, ticketing systems | Helpdesk/MSP platforms (e.g., Freshdesk, Zendesk) |
| Remote Access | Remote desktop software (e.g., RDP, AnyDesk) | Zero-trust or VPN-based secure access tools |
| Hosting & Servers | Basic web hosting concepts, server monitoring dashboards | Apache, Nginx, Caddy, AMP by CubeCoders, game server hosting platforms |
| Virtualization & Cloud | Familiarity with virtual machines or cloud-hosted environments | Proxmox, VMware, or cloud platform experience (AWS, GCP, Azure) |
| Scripting & Automation | — | Bash, Python, or PowerShell scripting |
| Security | Password management, MFA, basic account security practices | Cybersecurity best practices, vulnerability awareness |
| Documentation | Ability to write clear guides, FAQs, and SOPs in Markdown or similar | Confluence, Notion, or wiki platform experience |
| Content & Web | Basic file and digital asset management | CMS updates, basic HTML/CSS familiarity |
Competencies
Key behaviors and attributes for success in this role:
- Customer-focused communication
- Critical thinking and troubleshooting
- Attention to detail
- Reliability and accountability
- Adaptability in fast-changing technical environments
- Ability to prioritize and multitask effectively
- Team collaboration and professionalism
- Initiative and self-directed learning
- Documentation and process-oriented thinking
- Calm and professional handling of technical issues and customer concerns
Working Conditions
| Schedule | Monday – Friday 0900 – 1700 PST |
| Travel | None, Never |
| Physical Requirements | None |
| Environment | Remote |
Compensation & Benefits
| Title | Unit | Low Pay | High Pay |
|---|---|---|---|
| Technician 1 | Support | $22/Hour | $25.50/Hour |
| Technician 2 | Support | $25/Hour | $29/Hour |
| Technician 3 | Support | $28/Hour | $32/Hour |
- Professional development opportunities
Equal Employment Opportunity
[MATTFAULKNER] is an equal opportunity employer. All qualified applicants will receive consideration without regard to race, religion, color, sex, gender identity, sexual orientation, national origin, age, disability, veteran status, or any other protected status under applicable law.