Advanced Technical Support Agent
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Job description
About the role
The Advanced Technical Support Agent will be the first point of contact for Pro and Premier customers, providing 3rd‑line technical assistance and ensuring incidents are resolved within first‑time‑fix targets while adhering to SLAs.
Key responsibilities
- Monitor systems and respond to proactive and reactive alerts to minimise customer disruption.
- Troubleshoot server hardware, operating systems and RAID configurations (1,5,10) and handle 2nd/3rd line hosting queries.
- Perform backup and restore operations, liaise with system administrators on projects, and produce information reports as required.
Required profile
- Matric or equivalent; IT qualification advantageous.
- Minimum two years experience in an IT Service Desk environment (3rd line) supporting Windows Server, VMware, Linux, MySQL and MSSQL.
- Strong interpersonal skills, customer‑focused attitude and ability to work collaboratively in a team.
Required skills
- Windows Server (2008 R2 – 2019) knowledge; A+ and N+ certifications.
- VMware hypervisor, Linux servers, MySQL, MSSQL.
- DNS, web‑hosting technologies and basic network troubleshooting.
- RAID (1,5,10), virtualization (KVM, Hyper‑V), Docker and VPS environments.
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Published 3 days ago
Expires 1 month from now
8 views · 0 interested
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