Posted on :
2 Feb, 2023
2 Feb, 2023
A Multinational leading ISP with large scale national network requires a Hosting Support Administrator with 5+ years’ experience within an Internet Service Provider (ISP) or Web Hosting Environment.
Job Title: hosting support administrator
Location: Western Cape
DUTIES & RESPONSIBILITIES:
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.
Tertiary IT Diploma or equivalent.
Minimum of 5 years of experience
Excellent troubleshooting, root cause analysis and permanent problem resolution skills
Extensive knowledge and experience cPanel/WHM/WHMCS, DNS, E-Mail hosting, understand of VPS and Cloud hosting would be useful.
Strong problem-solving skills.
Good verbal and written communication skills.
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.
Monthly Salary: R20000 – R25000