Advanced Technical Support Agent

5 days ago

Cape Town, Western Cape, South Africa Boardroom Appointments Full time R150 000 - R300 000 per year


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 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 R 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

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