Advanced Technical Support Agent
1-grid
- Cape Town, Western Cape
- Permanent
- Full-time
- 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 (1,5,10)
- 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 first-time-fix 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 company's reputation & customer relationships.
- Able to work 24/7 rotational shifts.
- 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/Hyper-v)
- Exposure to datacentre hardware, software, and storage technologies.
- Exposure to modern Backup & Disaster Recovery technologies
- Very strong technical understanding of current industry-leading webhosting technologies
- A desire for continuous learning and career development
- Ability to work in a team
- Interpersonal skills
- Customer focused
- Tech - savvy
- Solution driven
- Takes initiative
- Excellent delivery standards.
- Linux LPIC certification(s)
- Scripting (PowerShell, Bash, Phyton, etc.)
- cPanel Certification
- Plesk Certification