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.