Reporting to the Service Delivery Manager and working within our team of System Administrators, you will be will be responsible for handling and coordinating technical queries and tasks raised directly by Wirehive customers and also in the diagnosing and troubleshooting of those issues.
The role is extremely customer focused and as a Senior System Administrator the successful applicant will act as an escalation point for others in the team. Deep technical knowledge of Linux server administration, experienced understanding of the delivery of cloud services, including DNS, Web, DB, FTP, MTAs, MDAs, CDN, WAF and additional services. The role also requires a technically confident attitude and good communication skills.
For the right candidate, this role offers the opportunity to develop further in a fast-growing highly talented team, and work with the latest technologies in our industry.
Co-operate and work closely with Service Delivery Manager to ensure efficient, productive and high-quality technical support and customer services to customers
Communicate with customers via email (ticket system), telephone and occasionally in person on client sites.
Take ownership of tickets and prioritise to ensure that all technical queries and problems are resolved promptly and to customer satisfaction.
Act as an escalation point for other team members, seeing tickets through to resolution and providing advice and training to other System Administrators.
Ensure that regular informational updates are provided to Service Delivery Manager regarding issues with technical services or where a customer may need some additional attention due to the technical issues experienced.
Carry out tasks to provision new services for customers, and maintain and upgrade existing services.
Troubleshoot and proactively show initiative to improve customer technical services, and where necessary suggest and implement such improvements, both in a process format and via hardware/software improvements.
Acquire, maintain and expand knowledge of relevant product offerings, current support policies, and methods of support delivery, in order to quickly provide technically accurate and complete solutions.
Document and communicate information amongst the team for repeated issues, creating/updating knowledge base articles on our company Wiki.
Undertake routine server management tasks and be willing to handle and be accountable for escalated or problematic support issues and provide reassurance to the customer.
Resolve general day-to-day customer issues via both email and telephone requests.
General day-to-day office tasks and other reasonable tasks set by the Service Delivery Manager.
General database administration and maintenance – with regard to documenting upgrades or additional services to the customer’s solutions.
Take part in out of hours on-call rota.
Knowledge & Experience
Linux Experience, especially using Ubuntu/Redhat/Debian Linux
Windows Server, Exchange Server, SQL Server also useful.
Technical knowledge of Web Servers, DNS, Email, FTP, DB.
Working knowledge of virtualisation.
Working knowledge of TCP/IP Networking.
Working knowledge of computer hardware.
Experience supporting a VMware environment would be advantageous.
Working knowledge of cPanel would be advantageous.
Possess a natural initiative and pro-activeness to working, willingness to learn and adapt.
A good telephone manner and friendly approach is essential.
Fluent in written and spoken English.
An enthusiastic, driven, committed & flexible approach to work.
Excellent customer service skills, confident manner and professional
Must be a team player but also able to work autonomously & with minimal supervision.
Ability to work well to deadlines and under pressure.
Experience of working within an ITIL/ISO framework an advantage.
An element of commercial/ business knowledge.
Degree or equivalent experience
CCNA, MCP, RHCE, CEH or similar are desirable
Must have a clean driving license and be able to travel
Live within a maximum of 1 hour’s travel from our Farnborough office