Job Summary
To lead and manage the IT Support team, and to effectively manage and handle client queries and support questions related to all products. To implement, monitor and maintain the installation of those products for our clients.
To build, implement and maintain Linux infrastructure in our cloud platform built on CentOS Linux, MySQL, Nginx, HAProxy, MongoDB, Redis, PHP, AWS and Microsoft Azure. In other less formal words; we want you to use those brilliant talents of yours to make magical support experiences that blow our clients away, learn crazy amounts about some very cool tech… and have fun while doing it of course!
- Manage a highly motivated IT administration team.
- Install, configure and maintain software and hardware on the latest technology stacks
- Monitor performance and maintain systems according to requirements
- Troubleshoot issues and outages
- Ensure operations security through access controls, backups and manage network segmentation
- Develop expertise to train staff on new technologies.
- Optimize and automate daily operations.
- Work with an internal wiki to manage technical documentation, manuals and policies with our team
- Monthly reporting, inclusive of Management reporting
- Drive projects and IT changes
- Manage the Nagios monitoring systems
- Install, perform repairs/configurations and updates to products according to the product specifications
- Log initial bug-reports based on client issues in the bug tracking system
- From time to time identify ways to optimise client installations and report/discuss with the rest of the team
- Follow and improve the organisation’s guidelines or SOP (Standards Operating Procedure)
- Advise clients using best practice on how to implement features
- Confer with team members, users, and management to establish requirements for new systems or modifications.
- Advise on new features and requirements of products.
- Refer major system problems/issues to relevant third-party suppliers
- Responsible to handle sensitive or confidential customer material with the necessary diplomacy without disclosing information prematurely or incorrectly
- Ensures the highest level of systems and infrastructure availability / usability
- Plans and implements system automation as required for better efficiency
- Installs, configures, and tests operating systems, application software, and system management tools
- Monitoring and managing all installed systems and infrastructure
- Security / POPPIA / ISO implementations and enforcement.
- After hours support from time to time
Experience Required:
- Minimum of 4 (four) years’ job-related technical experience
- Minimum of 2 (two) years’ team lead experience
- Knowledge and working experience with RedHat Linux (or CentOS Linux), IPtables, Nginx, HAProxy, PhP configuration, VPN technologies (Strongswan), Remote Desktop and Bash Scripting (essential)
- Knowledge and working experience with MySQL or PostgreSQL servers, Mongod and CSV files (essential)
- Knowledge of principles and processes for providing client and personal services. This includes client needs assessment, meeting quality standards for services, and evaluation of customer satisfaction
- Good cloud experience (AWS)
- Network experience (essential)
- Information security (POPPIA / GDPR)
- IVR knowledge (Asterisk or Avaya)
- PureCloud knowledge
- Minimum qualification - Diploma or Degree in computer sciences or any other related professional and recognized I.T. qualification (CCNA, LPI, RHCE, CompTIA Linux +) OR Significant working experience (5 years +) in a similar environment where the listed technologies were used in day-to-day production environments.
