Posted on :
14 Feb, 2023
14 Feb, 2023
DataFin was established in 1999. We pride ourselves on the fact that we have established relationships with industry leaders and a vast majority of our business is repeat business.
Job Title: Hosting Support Administrator
Location: Cape Town
Duties & Responsibilities:
A tier one Internet Service and Infrastructure provider in South Africa is looking to employ a dedicated Hosting Support Administrator, with 5+ years’ experience within an Internet Service Provider (ISP) or Web Hosting Environment who has a tertiary IT Diploma or equivalent, extensive knowledge and experience with cPanel/WHM/WHMCS, DNS, E-Mail hosting, understand of VPS. Cloud hosting would be useful.
Troubleshooting of resolution of End-to-End Hosting and Domain related services such as domain administration, Web and Email hosting related issues.
Managing the daily operations, procedures relating to client services on our Shared cPanel and VPS services where required.
Utilise effective methods to retain existing customers.
Collaborate with different departments to resolve customer queries or complaints.
Ability to understand complex customer situations and provide appropriate resolutions.
Responding to queries via phone, email, ticketing system or live chat such as WhatsApp Channels.
Assure that all client service requests are resolved within set service levels.
Assist walk-in customers as well as any other reasonable task.
Excellent troubleshooting, root cause analysis and permanent problem resolution skills
The company encourages teamwork and mutual support across teams when required, and you therefore agree that you will, from time to time, be required to assist in other areas, positions, and employment categories.
The above list is not exhaustive and includes any other reasonable instruction within your area of competence from any senior management.
Minimum of 5 years of experience.
Tertiary IT Diploma or equivalent.
Extensive knowledge and experience with cPanel/WHM/WHMCS, DNS, E-Mail hosting, understand of VPS and Cloud hosting would be useful.
Experience using support applications such as remote desktop where required, ping and traceroute operations from the command prompt.
Understanding of ISP/Telecoms networking.
Knowledge of applications such as WordPress and other CMS.
Knowledge of system and backup recovery procedures.
Knowledge of the Domain registry system and processes, i.e., domain registrations, transfers, etc
Billing and invoicing knowledge and understanding.
Take initiative to resolve and take ownership of any query or issue.
Complaint and escalation handling experience would be useful.
Strong problem-solving skills.
Good verbal and written communication skills.
While we would really like to respond to every application, should you not be contacted for this position within 10 working days please consider your application unsuccessful.
Desired Experience & Qualification:
see Duties & Responsibilities