Opportunity Description
About the job 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.
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