JOB DESCRIPTION

Name:

Job Title:Server Support Technician

Department/Team:iomart Group Server Team

Location: Glasgow Head Office

Reporting to:Group Support Manager

Contracted Hours:24/7 contract

DESCRIPTION OF POSITION:

As a Server Support Technician you will be expected to provide a high level of support to all dedicated/virtual server customers across all iomart Brands across a 24x7 shift rota.

PRIMARY ROLES & RESPONSIBILITIES:

Support Specific

  • Dealing with inbound and outbound Support calls/tickets from Group server customers where necessary.
  • Arranging fixes to customer problems using the various tools available.
  • Manage and respond to all web-form based customer feedback.
  • Escalating any enquiries which cannot be resolved at first point of escalation further up the tree as required.
  • Identifying and highlighting any recurring or suspected system wide issues to the appropriate people.
  • Provide assistance as required to the sales teams for pre/post-sales issues
  • Implement and adhere to a full range of SLA/server management policies

Systems Specific

  • See Customer Escalations through to completion, liaising with external departments where necessary.
  • Monitor and action Internal Support tickets
  • Actively check and resolve any monitoring notifications received from the NOC/Group Systems throughout the working day.
  • Maintain internal documentation, customer FAQs, internal wiki etc.
  • Maintain Internal Systems, telephone systems, internal networking, finance systems, backup cycles etc.
  • Complete ad-hoc systems tasks, AV scans, site cleanups, DServer builds/deprov, fraud analysis etc.

Monitoring Specific

-Managing the iomart Group monitoring facilities

-Server configuration and network support/administration

-Managing backups

-Monitoring networks and servers

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SECONDARY ROLES & RESPONSIBILITIES:

  • Mentor and assist other members of the team where appropriate
  • Be prepared to cover changes in shift patterns due to the 24/7 nature of the role

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KNOWLEDGE, SKILLS AND EXPERIENCE REQUIRED:

At Entry

  • Solid and proven experience within a technical support role.
  • Excellent Customer Service skills which can be used with both internal and external customers.
  • Active interest in Servers and associated technology.
  • Solid understanding of core Linux/Windows administration skills
  • Self-starter, ability to work unsupervised when necessary
  • Good understanding of Web and Email server software (Apache, IIS, qmail, postfix etc.)
  • Good troubleshooting and fault analysis skills

For Excellence

  • In depth knowledge / experience of:
  • Control Panel software e.g. cPanel/Plesk
  • Windows Server 2003/2008/2012 Server Administration
  • Linux Server Administration, predominantly CentOS and Ubuntu
  • Experience with Active Directory / Centralised AV platforms
  • MSSQL / MySQL database servers
  • Excellent reliability and timekeeping
  • Proactive and positive approach at all times
  • A keen focus on accuracy

MEASURES OF SUCCESS

Probation Review Criteria

  • Achievement of probationary KPI targets
  • Agent will be continually assessed throughout their probation period to ensure they are developing in line with expected standards and that minimal errors are occurring.

After completion of probation period

  • Achievement of KPI targets
  • Agent will be continually assessed throughout after their probation period to ensure they are maintaining expected standards and that minimal errors are occurring.