Key Accountabilities :
guidelines via phone and ticketing
Secure, administer, and improve customer technical issues which can include OS level, webserver, database server, applications server, DNS, SMTP, user management and permissions, or other software issues
Troubleshoot monitoring alerts and create tickets accordingly
Escalate support requests according to escalation procedures
Second rollover point for inbound customer calls
Perform incident management identification, assist in managing and escalation
Ensure adherence to customer & SLA commitments
Monitor ticket response times and take appropriate actions to ensure team response time targets are met
Collaborate with Account Managers and Business Development Consultants to build strong customer relationships
Collaborate and share knowledge with other administrators on the support floor
Provide Fanatical Experience to customers in all the above
Person Specification
Knowledge
Basic OS troubleshooting knowledge with OS specialism in either Windows or Linux
Ability to provide increased level of investigation into CPU usage, memory, disk usage using appropriate OS specific tools or commands
Basic understanding of OS specific webhosts and database technologies, such as MSSQL/IIS for Windows or MYSQL/ PACHE for Linux
Basic understanding of SSL & DNS
Basic understanding of Active Directory for Windows specialization
Prefer basic understanding of patching - documents changes based on requests for change
Prefer basic ability to apply change control procedures
Prefer familiarity with basic cross platform troubleshooting tasks
Prefer awareness of virtualization and/or cloud technologies e.g. VMWARE, Hyper-V, KVM and/or OpenStack
Requires basic technical skills in analytical/scientific methods or operational processes to perform routine and straightforward activities
Understands how the assigned duties relate to others in the team and how the team integrates with others
Skills:
Self-motivated with a strong desire to learn and improve both technical and ‘people’ skills
Intermediate verbal and written communication skills and the ability to communicates basic technical information with team members
Strives for performance improvements in oneself and peers
Leads by example and motivates team members
Organizational skills with the ability to provide quality at pace
Ability to work at a team level as well as an individual level
Ability to interact confidently with more senior and/or skilled areas of the business
Able to communicate constructive feedback effectively
Ability to adapt to changing business and technology requirements
