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
Monitoring
- Systems and fix potential issues or escalate where required.
- Attend to proactive and reactive monitoring alerts to ensure minimum disruption to customers.
Troubleshooting
- Server hardware and OS software related issues.
- Basic RAID (1,5,10)
- Second and Third line Hosting queries
Customer Support
- First point of contact for Pro and Premier customers
- Resolve incidents within agreed first-time-fix parameters and escalate within the team where required, complying with SLAs.
- Build and maintain the company's reputation & customer relationships.
- Perform the backup + restore of systems
- Take ownership of incidents and manage through to resolution where possible.
- Liaise with Sysadmin on projects and technical tasks.
- Produce information reports upon request.
Qualification and Experience
- Matric or equivalent, IT qualification advantageous
- Windows server knowledge (server 2008 R2 - 2019) and certification required
- A+ N+ certification
- Two+ years' experience in an IT Service Desk support environment (3rd line support), experience supporting VMware hypervisor, Linux Servers, Windows Servers, MysQL and MsSql.
Solid technical understanding of
- DNS
- Web Hosting and Web Hosting Technologies
Basic understanding of
- Network troubleshooting
- MsSQL and MySQL
- VPS and Docker
- Virtualization (Kvm/Hyper-v)
Exposure to
- Data Centre hardware, software, and storage technologies.
- Modern Backup & Disaster Recovery technologies
Advantageous
- Linux LPIC certification(s)
- Scripting (PowerShell, Bash, Python, etc.)
- cPanel Certification
- Plesk Certification
Key Competencies
- A desire for continuous learning and career development
- Ability to work well in a team environment with a high degree of collaboration
- Strong Interpersonal skills
- Customer focused
- Strong technical aptitude
- Solution driven
- Takes initiative
- Excellent delivery standards
Requirements
- Own transport with a valid driver's licence
- Shift work
Think this is you? Applications take about five minutes.
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