Advanced Technical Support Agent

5 months ago

Cape Town, South Africa 1-grid Full time

**About us**

1-grid is a leading web hosting company with a well-established customer base that is passionate about delivering top-quality hosting solutions to SMEs in South Africa. We're on a mission to grow businesses online with simple and reliable products, and we're looking for a ATS Agent to join our team and help us bring our vision to life.

**Job Purpose**

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 and take ownership of incidents and manage through to resolution.

**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 (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.

**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/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

**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

In with the POPIA the usage of your personal data and sensitive personal data will be used for the following purposes, communicate with you regarding positions you have applied for, assess your skills, qualifications and suitability as well as obtain references and background checks when necessary.

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