Advanced Technical Support Agent

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

• 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, Phyton, 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

This appointment will be made in accordance with the Company's Employment Equity Plan and preference will be given to people from Designated Groups and people with a disability, provided such job applicants meet the inherent criteria of the vacancy. Please note only shortlisted candidates will be contacted.

Protection of Personal Information (POPIA)

By submitting your application, you consent to 1-grid (Pty) Ltd collecting, processing, storing, and using your personal information for recruitment and selection purposes in accordance with the Protection of Personal Information Act, 4 of 2013 (POPIA).

Your personal information will be used solely to assess your suitability for employment, communicate with you regarding your application, conduct pre-employment screening (where applicable), and comply with legal and regulatory requirements. Access to your information will be restricted to authorised personnel and trusted service providers involved in the recruitment process.

Should your application be unsuccessful, your personal information may be retained for future employment opportunities for a reasonable period unless you request its deletion or withdraw your consent, subject to any legal or regulatory retention requirements.

By applying for this position, you acknowledge that you have read and understood this notice and consent to the processing of your personal information as described above.