System Admin Support Associate
1 day ago
Who we are.
What you’ll do & how you’ll make your mark.
- Participate in 24x7 shifts.
- Investigate escalated technical cases, providing technical analysis and planning assistance as
- required.
- Refine and establish policies and procedures for the customer support team to follow.
- Implement fixes or upgrades across our technological stack.
- Resolve issues flagged by our monitoring and alerting systems, taking steps to prevent
- recurrence.
- L1/L2 Support ownership of all hosting products (cpanel/plesk/vps/cloud/dedicated).
- Develop tools and scripts that: 1) Enable customer support teams to resolve issues
- independently and swiftly. 2) Automate repetitive tasks and preemptively resolve customer
- issues.
- Offer technical expertise across departments to assist where required.
- Manage and configure virtual and dedicated servers.
- Handle incident response, troubleshooting and fix for various products/services.
- Handle escalations as per policies/procedures.
- Get different internal/external groups together to resolve production site issues effectively.
- Communicate clearly on tickets, phone calls made to the team about various issues.
- Ensure SLA's and Operational standards are met.
- Raise tickets to different internal groups to resolve recurrent problems, alerts and follow up
- on escalated issues.
- Liaison with engineering teams for RCA's, permanent resolutions on issues affecting
- production sites.
- Contribute to Operations handbook.
Who you are & what you’ll need to succeed.
- Proficient in English, both written and spoken.
- Possess strong communication skills and a strong customer-focused mindset.
- Bring 2 years of experience in a similar role, preferably in the hosting industry.
- including command-line operations.
- Predisposed to action - you just start doing and exhibit a strong sense of ownership.
- Open and honest with yourself. You're transparent, you give and take feedback, communicate clearly, and keep your promises.
- Enthusiastic about helping others and believe that success only comes when we work
- together.
- A lifelong learner, never satisfied by what you know and always eager to learn more and get
- involved.
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