Advanced Technical Support Agent

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 R2 - 2019) 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