Advanced Technical Support Agent

Boardroom Appointments; Cape Town; On-site; ZAR 180,000 - 240,000; Full time

Job summary

Boardroom Appointments is seeking an Advanced Technical Support Agent to monitor systems, troubleshoot hosting environments and provide 2nd/3rd line support. You will handle VMware, Linux/Windows servers, MSSQL/MySQL, DNS/Hosting, and participate in on-call shifts, with a focus on incident resolution and customer satisfaction.

This role requires strong teamwork and a proactive approach in a 24/7 rotation, with exposure to datacentre technologies and backup solutions.

Qualifications

• Matric or equivalent; IT qualification is advantageous.
• A+ and N+ certification is preferred.
• 2+ years in IT Service Desk (3rd line) and hosting/web hosting experience.
• Willingness to work 24/7 shifts and have own transport.

Responsibilities

• Monitor systems and fix issues or elevate as needed.
• Provide 2nd/3rd line hosting queries and troubleshooting.
• Troubleshoot server hardware and OS software issues.
• Troubleshoot basic RAID (1,5,10).
• Perform backup and restore of systems from backups where required.
• Be the first line of contact for Pro & Premier customers; provide 3rd line support for escalated tickets.
• Resolve incidents within first-time-fix SLA and escalate when needed.
• Own incidents and drive to resolution; liaise with Sysadmin on tasks.
• Attend to proactive and reactive monitoring alerts to minimise disruption.
• Produce information reports on request; build and maintain customer relationships.
• Able to work 24/7 rotational shifts.

Skills

Customer service experience

VMware

Linux Servers

Windows Servers

MySQL

MsSQL

Docker

DNS / Hosting

Datacentre hardware/storage

Backup & Disaster Recovery concepts

Teamwork

Interpersonal skills

Tech-savvy

Takes initiative

Education

Matric or equivalent

A+ N+ certification

Job description

About the job Advanced Technical Support Agent

Duties and Responsibilities

• Perform monitoring of systems and fix potential issues or elevate 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 elevate 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 companys 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
• 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
• Ability to work in a team
• Interpersonal skills
• Tech - savvy
• Takes initiative