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Cape Town

    Advanced Technical Support Agent - Cape Town, South Africa - Boardroom Appointments

    Boardroom Appointments
    Boardroom Appointments Cape Town, South Africa

    4 hours ago

    Boardroom Appointments background
    Full time
    Description

    Duties and Responsibilities

    • Perform monitoring of systems and fix potential issues or escalate 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 escalate 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 R and certification required
    • Basic Network troubleshooting knowledge
    • Basic knowledge of Mssql and MySql
    • VPS and Docker basic knowledge
    • virtualization(Kvm/Hyper-v)
    • 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

    Key Competencies

    • Ability to work in a team
    • Interpersonal skills
    • Customer focused
    • Tech - savvy
    • Solution driven
    • Takes initiative
    • Excellent delivery standards.

    Advantageous:

    • Linux LPIC certification(s)
    • Scripting (PowerShell, Bash, Phyton, etc.)
    • cPanel Certification
    • Plesk Certification
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