Career Opportunities 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

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About the Billing Agent position

We are currently recruiting for a Billing Agent who will be responsible for, receiving, collections, sorting, processing, and tracking all incoming payments, distributing customer invoices, providing updates on accounts, receiving, addressing, and resolving account queries and issues relating to invoices to ensure our company maintains its revenue.

Billing Agent responsibilities are:

Billing Agent | Duties and Responsibilities

• Provide support to 1-grid Customer billing & collections related queries via e-mail, telephonically, and SMS
• Daily collections on overdue and delinquent accounts
• Meeting email, call targets and collections targets
• Complying with business procedures
• Debt collector management
• Customer account management:
• Updating Customer records
• Account activations/cancellations
• Account payment management:
• Allocate payments
• Manage payment arrangements
• Advising Customers on account balances
• Account reconciliations
• Credit and debit note management
• Suspending of respective clients in line with terms offered
• Black Listing (account handovers) delinquent accounts

Key Competencies

• Excellent verbal and written communication skills
• Discipline/respect for confidentiality
• Great attention to detail
• Problem-solving ability
• Strong administrative skills
• Multi-tasking and Time Management
• Excellent analytical abilities
• Customer service driven and brand awareness
• At all times efficient and helpful
• At all times friendly and polite
• At all times, the patient

At all times delivering on promises

Qualifications and Experience

• Matric
• 2+ Years of customer service experience within a Billing environment
• Excel experience (basic)
• Excellent verbal & written communication skills in English and Afrikaans
• Willing to work shifts (including weekends & public holidays)
• Reliable transport
• Excellent command of English

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What to expect

As the Copywriter at 1-grid, you will play a pivotal role in shaping our content strategy and ensuring the delivery of high-impact content that not only showcases our expertise in web hosting but also engages and educates our target audience. You will be responsible for overseeing content creation, and collaborating closely with design, and product teams to ensure the delivery of high-quality content across all brand touchpoints.

Responsibilities

• Develop and implement a content strategy that aligns with the company's goals and resonates with our target audience.
• Create high-quality, engaging, and well-researched written content including, but not limited to articles, blog posts, web copy, emails, ads, videos, and social media posts.
• Conduct thorough research to gather information and data on the topics you are writing about, ensuring accuracy and credibility in their content.
• Participate in content planning and strategy discussions, helping to identify key topics, target audiences, and content goals.
• Optimise content for search engines by incorporating relevant keywords, on-page SEO, content structure, and other SEO best practices to improve visibility online.
• Reviewing and editing all content, as well as the work of junior and freelance writers, to ensure grammar, spelling, and overall quality standards are met.
• Collaborate with design, and product teams to align content with brand messaging and campaigns, ensuring a consistent and compelling narrative.
• Maintain professional and technical knowledge of the web hosting industry.

Our ideal candidate has

• Bachelor's degree in Marketing, Communications, Journalism, or a related field.
• 3 - 5 years of proven experience in content marketing and strategy, preferably in the web hosting or tech industry.
• Leadership skills with the ability to inspire and mentor junior content writers.
• Proficiency in SEO best practices and content optimisation.
• Familiarity with content management systems (CMS), Asana, Grammarly, ChatGPT, and marketing automation tools.
• Excellent organisational skills.
• Expertise in writing across a range of mediums and platforms.
• Ability to deliver high-quality work efficiently.
• Ability to translate technical concepts into engaging and simple content.
• Ability to develop the brand voice of the organisation.

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We are looking for a highly skilled Linux DevOps specialist to support an existing development team, and also to innovate and drive best practices in our operational team. We are looking for a self-motivated, passionate and creative person skilled in problem solving. We are looking for someone who thinks outside the box and can deliver with minimal oversight, to join our fast-paced and stimulating environment.

You will work with the network-administration / systems-administrations teams who support and manage our hosting environment. You will work with the other DevOps engineers and the rest of the team to streamline how we work and drive other opportunities to create value. You will also join the support roster and be part of the production support team.

Responsibilities

• Support and manage our hosting environment
• Support our development team
• Find opportunities to streamline how we work
• Drive opportunities for efficiencies
• Knowledge sharing – support and upskilling of the rest of the team
• Championing relevant documentation

Requirements

• Experience in deploying highly available automated Linux-based systems
• Solid understanding of networking protocols and how the internet works
• Experience with containerisation, Docker etc
• Experience in automating with Ansible or similar tools
• A good understanding of databases, database design and optimization
• Experience with coding, ideally backend services in Python, PHP reasonable understanding of web technologies
• Knowledge of automated testing
• Building CI/CD pipelines
• Proven ability and interest in picking up new technologies quickly, leading evaluations and providing suggestions of key technologies to base future development around
• Great problem solving ability, especially under pressure
• A passion to lead and mentor more junior DevOps engineers
• An ability to explain and articulate technical detail clearly to technical management and developers
• Understanding of the importance of writing documentation and training other staff on operating platforms
• Architecting, deploying, maintaining and scaling platforms

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Job Purpose

In this role, you can expect a dynamic and hands-on experience in various aspects of digital marketing. Your responsibilities will include crafting and executing email marketing campaigns, managing social media profiles, and monitoring and responding to online reviews. This position offers the opportunity to develop foundational digital marketing skills and will have the full guidance and support of the rest of the marketing team.

Key performance areas

Email Marketing

• Assist in creating and executing email marketing campaigns to drive customer engagement, retention, and conversion.
• Monitor and analyze email performance metrics, providing insights and recommendations for optimization.

Social Media Management

• Manage and update social media profiles to enhance brand presence across platforms.
• Develop and schedule engaging content for social media channels, fostering community engagement.
• Monitor social media trends and competitors to identify opportunities for growth.

Community and Online Reputation Management

• Monitor customer reviews and feedback on various platforms, responding promptly and professionally.
• Implement strategies to enhance a positive online reputation and address any negative feedback.

SEO

• Assist in implementing basic SEO principles to improve website visibility and rankings.
• Perform keyword research and analysis to identify content opportunities.

Qualifications and experience

• Bachelor’s degree in marketing, Business, or a related field.
• 1 - 3 years of proven experience in digital marketing.
• Basic understanding of digital marketing principles and platforms.
• Digital marketing certifications
• Familiarity with the web hosting industry is a plus.

Competencies and Skills

• Proactive attitude with strong organisational skills
• Attention to detail.
• Excellent delivery standards,
• Excellent written and verbal communication skills
• Interpersonal skills
• Customer focused.
• Content creation, editing and copywriting.
• Data analysis
• Creative problem solving

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Job Purpose

The Retention Agent is responsible for proactive relationship building with Customers. This position is effectively to retain customers through positive relationship building, listening to concerns/addressing issues, understand reasoning for moving services to other service providers and educating on available products and services.

A customer-oriented focused individual is necessary to preserve long term customer satisfaction and who has excellent communication skills and displays good-judgment.

You will be in contact with clients helping them to resolve any customer, sales or support related issues that they may have. You will work with all departments to achieve the customer satisfaction.

Duties and Responsibilities

• Update all Cancellations and Domain Transfer Out reasons for daily report.
• Build positive working relationships with Customers to increase repeat business.
• Improve service delivery by communicating and understand customer’s needs.
• Handle Agent/Customer cancellation requests via telephone, email, or chat and work to positively resolve issues.
• Develop strategies and recommendations to retain customers.
• Document all customer interactions in the appropriate databases.
• Study, analyse and report on customer feedback methods (e.g. scorecards, business reviews, complaints) relative to products, services.
• Achieve and maintain daily retentions targets and identify caps and improvements in process, service, or support and to escalate to the relevant channels for improvement.
• Check and filter all queues for potential cancellations/retention queries.
• The individual must be flexible for adhoc duties as and when required.

Qualifications and experience

• Matric or equivalent
• 18 months minimum customer support experience
• Experience within a hosting or tech environment an added advantage including billing/accounts and internet/domains specific exposure
• Computer literate ( MS Office)

Key Competencies

• Tenacious
• Target and deadline driven
• Excellent written and verbal communication
• Customer focused, goes the extra mile and action orientated
• Great interpersonal skills with the ability to build rapport with clients.
• Attention to detail
• Telephone etiquette
• Self - motivated and disciplined
• Teamplayer
• Organised and the ability to plan
• Prioritisation