Advanced Technical Support Agent - MUST BE AVAILABLE IMMEDIATELY

1-gird South Africa; Cape Town; On-site; ZAR 30,000 - 60,000; Full time

Job summary

Join a leading web hosting company as an ATS Agent, where you will be the first line of support for Pro & Premier customers. This role involves providing 3rd line technical support, resolving incidents, and ensuring customer satisfaction. You'll troubleshoot server issues, manage incidents, and collaborate with Sysadmins on technical tasks. With a focus on delivering high-quality service, you'll contribute to the company's mission of helping SMEs thrive online. If you're tech-savvy, solution-oriented, and eager to grow in a dynamic environment, this opportunity is perfect for you.

Qualifications

• 2+ years in customer service, preferably in web hosting.
• Experience with 3rd line support in IT Service Desk.
• Understanding of DNS and hosting concepts.

Responsibilities

• Provide 3rd line technical support for escalated tickets.
• Monitor systems and address potential issues.
• Take ownership of incidents and manage them to resolution.

Skills

Customer Service

Technical Support

Problem Solving

Networking Skills

Linux Knowledge

Windows Server

Education

Matric or equivalent

IT qualification

A+ certification

N+ certification

Tools

VMware

MySQL

MsSQL

Docker

cPanel

Plesk

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 an 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 escalated tickets. Resolve incidents within agreed first-time-fix parameters and escalate within the team where required, complying with SLAs. Take ownership of incidents and manage them through to resolution.

Duties and Responsibilities

• Monitor systems and address potential issues or escalate as needed.
• Perform 2nd/3rd line hosting queries and troubleshooting.
• Troubleshoot server hardware and OS software issues.
• Handle basic RAID troubleshooting (1, 5, 10).
• Perform backup and restore operations from backups when required.
• Serve as the first point of contact for Pro & Premier customers.
• Provide 3rd line technical support for escalated tickets.
• Resolve incidents within first-time-fix parameters and escalate as necessary, ensuring SLAs are met.
• Take ownership of incidents and manage them to resolution.
• Address proactive and reactive monitoring alerts to minimize customer disruptions.
• Collaborate with Sysadmin on projects and technical tasks.
• Generate informational reports upon request.
• Build and maintain the company's reputation and customer relationships.
• Work in rotational shifts, including 24/7 coverage.

Qualifications and Experience

• Matric or equivalent; IT qualification is advantageous.
• A+ and N+ certifications.
• Minimum of 2 years relevant customer service experience, preferably in a web hosting or tech environment.
• Over 2 years of experience in an IT Service Desk support environment (3rd line support), supporting VMware hypervisor, Linux Servers, Windows Servers, MySQL, and MsSQL.
• Willingness to work shifts; valid driver’s license and own transport.
• Understanding of DNS and hosting concepts.
• Knowledge of Windows Server (2008 R2 - 2019) and related certifications.
• Basic network troubleshooting skills.
• Basic knowledge of MySQL and MsSQL.
• Familiarity with VPS and Docker.
• Knowledge of virtualization technologies (KVM/Hyper-V).
• Exposure to data center hardware, software, and storage technologies.
• Experience with modern backup and disaster recovery technologies.
• Strong technical understanding of current industry-leading web hosting technologies.
• Desire for continuous learning and career growth.

Key Competencies

• Teamwork ability.
• Interpersonal skills.
• Customer focus.
• Tech-savviness.
• Solution-oriented mindset.
• Initiative-taking.
• High standards of delivery.

Advantageous Certifications and Skills

• Linux LPIC certifications.
• Scripting skills (PowerShell, Bash, Python, etc.).
• cPanel and Plesk certifications.

This appointment will be made in accordance with the company's Employment Equity Plan. Preference will be given to candidates from designated groups and those with disabilities, provided they meet the inherent criteria of the vacancy. Only shortlisted candidates will be contacted.

In accordance with POPIA, your personal data will be used to communicate regarding your application, assess your skills and qualifications, and conduct references and background checks where necessary.