Advanced Technical Support Agent
Advanced Technical Support Agent
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Salary Not Disclosed
1 Vacancy
Job Description
Duties and Responsibilities
- Perform monitoring of systems and fix potential issues or escalate where required.
- Be able to perform 2nd/3rd line hosting queries and troubleshooting.
- Can troubleshoot server hardware and OS software related issues.
- Know how to troubleshoot basic RAID (1510)
- Can Perform Backup restore of systems from Backups where required.
- Be the first line of contact for Pro & Premier customers.
- Provide 3rd line technical support for tickets escalated.
- Resolve incidents within agreed firsttimefix parameters and escalate within the team where required complying with SLAs.
- Take ownership of incidents and manage through to resolution where possible.
- Attend to proactive and reactive monitoring alerts to ensure minimum disruption to customers.
- Liaise with Sysadmin on Projects and Technical tasks.
- Produce information reports upon request.
- Build and maintain the companys reputation & customer relationships.
- Able to work 24/7 rotational shifts.
Qualification and Experience
- Matric or equivalent IT qualification advantageous
- A N certification
- 2 years minimum relevant customer service experience ideally from a webhosting or tech environment.
- 2 years experience in an IT Service Desk support environment (3rd line support) experience supporting VMware hypervisor Linux Servers Windows Servers MysQL and MsSql.
- Ability and willingness to work shifts; Valid Driver license own transport
- Valid Driver license and own transport
- Understanding of DNS / Hosting
- Windows server knowledge (server 2008 R2 2019) and certification required
- Basic Network troubleshooting knowledge
- Basic knowledge of Mssql and MySql
- VPS and Docker basic knowledge
- virtualization(Kvm/Hyperv)
- Exposure to datacentre hardware software and storage technologies.
- Exposure to modern Backup & Disaster Recovery technologies
- Very strong technical understanding of current industryleading webhosting technologies
- A desire for continuous learning and career development
Key Competencies
- Ability to work in a team
- Interpersonal skills
- Customer focused
- Tech savvy
- Solution driven
- Takes initiative
- Excellent delivery standards.
Advantageous:
- Linux LPIC certification(s)
- Scripting (PowerShell Bash Phyton etc.)
- cPanel Certification
- Plesk Certification
Employment Type
Full Time
