Linux Support Technician

				Overview:

TKC Holdings, Inc.-comprised of Trinity Services Group, Keefe Group, and Courtesy Products - is a mid-market respected leader in the corrections and hospitality industries for more than 40 years. With thousands of team members across the country, we continue a tradition of innovation, integrity, and success. TKC is committed to delivering excellent products and services, exceeding customer expectations, and empowering the career development of every team member. 

As a subsidiary of TKC Holdings, Inc. and Keefe Group, ICSolutions (ICS) has been a leading provider of innovative telecommunications products and exceptional customer service to correctional facilities across the nation.

Responsibilities:

The Linux Support Technician provides Tier 1/Tier 2 support for hardware, software, networking, and application issues across Linux environments. This role is responsible for troubleshooting technical issues through remote support, command-line analysis, ticketing systems, and direct communication with customers and field support teams. This position requires strong Linux experience, excellent troubleshooting skills, and the ability to communicate technical solutions clearly to both technical and non-technical users.

**Linux Experience Required**

Key Responsibilities

* Provide technical support for Linux and Windows systems in a high-volume support environment.
* Diagnose and resolve hardware, software, networking, and application issues through remote troubleshooting, system diagnostics, and command-line tools.
* Support Linux servers and workstations by assisting with user permissions, services, processes, system configurations, and basic administration tasks.
* Use SSH, SCP, SFTP, and Linux command-line tools to identify root causes and restore system functionality.
* Coordinate with Field Support Technicians by phone and email to support hardware replacements, software updates, configuration changes, and live system troubleshooting.
* Field test and validate new applications and software deployments on live production systems.
* Troubleshoot network connectivity issues, including TCP/IP configuration, DNS, DHCP, VPN access, and firewall-related concerns.
* Review system logs, monitoring alerts, and performance indicators to identify recurring issues and support system stability.
* Manage and resolve support tickets within established SLA requirements while maintaining accurate documentation.
* Escalate critical incidents appropriately and collaborate with internal teams to ensure timely resolution.
* Create and maintain technical documentation, troubleshooting guides, and knowledge base articles.
* Communicate clearly and professionally with customers regarding product-related questions, incidents, and technical needs.
* Perform other duties as assigned based on business needs.

Qualifications:

Required Qualifications

* Linux experience and knowledge required.
* Experience supporting Microsoft Windows environments.
* 3 or more years of demonstrated experience in a high-tech support environment, with emphasis on computer hardware maintenance, software support, and networking.
* 2 or more years of customer service experience.
* Experience with remote desktop support and technical troubleshooting.
* Familiarity with TCP/IP, DNS, DHCP, VPN connectivity, and general network troubleshooting.
* Experience using ticketing systems to document, track, and resolve technical issues.
* Strong written and verbal communication skills.
* Superior listening skills and ability to communicate technical information to non-technical users.
* Ability to work overtime, non-standard schedules, and evening or night shifts as needed.

Education

* One-year certificate from a college or technical school; or three to six months of related experience and/or training; or equivalent combination of education and experience.

Preferred Qualifications

* Experience with Ubuntu, Red Hat Enterprise Linux, or CentOS.
* Experience with PuTTY, SecureCRT, VMware, Remote Desktop, ServiceNow, Jira, Remedy, Nagios, SolarWinds, or Splunk.
* Basic Bash scripting experience.
* Experience creating technical documentation or knowledge base articles.
* Certifications such as CompTIA A+, Network+, Linux+, RHCSA, or ITIL Foundation are helpful but not required.
			

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