A Multinational leading ISP with large scale national network requires a Hosting Support Administrator with 5+ years\u2019 experience within an Internet Service Provider (ISP) or Web Hosting Environment.
\nJob Specification<\/p>\n
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Job Title: hosting support administrator<\/strong> Job Summary:<\/strong> REQUIREMENTS:<\/strong>
\nLocation:<\/strong> Western Cape<\/p>\n
\nDUTIES & RESPONSIBILITIES:<\/strong>
\nTroubleshooting of resolution of End-to-End Hosting and Domain related services such as domain administration, Web and Email hosting related issues.
\nManaging the daily operations, procedures relating to client services on our Shared cPanel and VPS services where required.
\nUtilise effective methods to retain existing customers.
\nCollaborate with different departments to resolve customer queries or complaints.
\nAbility to understand complex customer situations and provide appropriate resolutions.
\nResponding to queries via phone, email, ticketing system or live chat such as WhatsApp Channels.
\nAssure that all client service requests are resolved within set service levels.
\nAssist walk-in customers as well as any other reasonable task.
\nOffer<\/p>\n
\nTertiary IT Diploma or equivalent.
\nMinimum of 5 years of experience
\nExcellent troubleshooting, root cause analysis and permanent problem resolution skills
\nExtensive knowledge and experience cPanel\/WHM\/WHMCS, DNS, E-Mail hosting, understand of VPS and Cloud hosting would be useful.
\nStrong problem-solving skills.
\nGood verbal and written communication skills.
\nExperience using support applications such as remote desktop where required, ping and traceroute operations from the command prompt.
\nUnderstanding of ISP\/Telecoms networking.
\nKnowledge of applications such as WordPress and other CMS.
\nKnowledge of system and backup recovery procedures.
\nKnowledge of the Domain registry system and processes, i.e domain registrations, transfers, etc
\nBilling and invoicing knowledge and understanding.
\nTake initiative to resolve and take ownership of any query or issue.
\nComplaint and escalation handling experience would be useful.<\/p>\n