Advanced Technical Support Agent at 1-grid

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