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 escalated 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 escalated 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 escalated 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.

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