Advanced Technical Support Agent

1-gird South Africa; Cape Town; On-site; ZAR 240,000 - 360,000; Full time

Job summary

A leading web hosting company in South Africa is seeking an ATS Agent to provide top-notch support for Pro & Premier customers. In this role, you will be responsible for handling technical support, resolving incidents, and maintaining customer relationships effectively. Ideal candidates should have a solid IT background with an emphasis on systems monitoring and troubleshooting, along with relevant certifications like A+ and N+. This position offers the opportunity to work in a collaborative environment focused on delivering quality solutions to clients.

Qualifications

• Two+ years’ experience in an IT Service Desk support environment (3rd line support).
• Solid technical understanding of DNS and Web Hosting Technologies.
• Basic understanding of Network troubleshooting.

Responsibilities

• Be the first line of contact for Pro & Premier customers.
• Provide 3rd line technical support for escalated tickets.
• Resolve incidents within agreed first-time-fix parameters.

Skills

Technical support

Troubleshooting

Customer Service

Monitoring

Education

Matric or equivalent, IT qualification advantageous

A+ N+ certification

Windows server knowledge and certification

Tools

VMware

Linux

MySQL

MsSQL

Job description

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.

In with the POPIA the usage of your personal data and sensitive personal data will be used for the following purposes, communicate with you regarding positions you have applied for, assess your skills, qualifications and suitability as well as obtain references and background checks when necessary.