Key Accountabilities

• Resolve or escalate level-appropriate technical issues for customers in accordance with team playbook 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