Help Desk L1 Support Agent (LINUX) - (onsite) Potchefstroom

The Linux Help Desk Level One Support Agent is an entry-level opportunity for individuals interested in building a career towards system administration within the Group. You will be responsible for delivering first-line technical support to our employees and customers, participating in training sessions, and evolving as a professional in a dynamic environment.

Key Result Areas (KRA’s)

1. Technical Support:
   • Provide first-line technical support to employees and clients, resolving issues and inquiries related to our products and services.
   • Offer technical onboarding support for new employees and clients, facilitating smooth integration with our systems and platforms.
2. Issue Ownership and Escalation:

• Take ownership of new cases via telephone, email, and web channels, ensuring timely resolution or escalation to higher-level support teams when necessary.

1. Resource Monitoring and Auditing:

• Audit site assets and monitor resources to ensure optimal performance and availability of systems and services.

1. Customer Advocacy:

• Act as an internal customer advocate, keeping stakeholders informed in a timely manner and ensuring their needs are addressed effectively.

1. Service Level Adherence:

• Ensure that each support request is handled in accordance with our Service Level Agreement (SLA), meeting or exceeding customer satisfaction targets.

1. Knowledge Management:
   • Contribute findings to a common knowledge base, keeping it up to date with relevant information, solutions, and best practices.
2. Communication and Collaboration:
   • Maintain regular communication and information exchange with team members and clients, both locally and remotely, to facilitate effective collaboration and problem resolution.
3. Continuous Learning:
   • Participate in various training sessions, team gatherings, and company events to enhance technical skills and stay updated on new products and technologies.

Key Performance Indicators (KPI’s)

1. Customer Satisfaction Score: Feedback from stakeholders on the quality of support provided and overall service experience.
2. First-Line Resolution Rate: Percentage of issues resolved at the first-line support level without escalation.
3. Adherence to SLAs: Compliance with Service Level Agreements in terms of response times and issue resolution.
4. Knowledge Base Contribution: Quantity and quality of contributions to the shared knowledge base.
5. Communication Effectiveness: Evaluation of the clarity, timeliness, and relevance of communication with team members and stakeholders.

Key Success Skills

1. Linux Proficiency: Knowledge of Linux systems, including recent Ubuntu server releases, installation, troubleshooting, and basic configuration.
2. Technical Aptitude: Basic understanding of Linux terminal usage, file editing, networking concepts, and system administration tasks.
3. Problem-solving Skills: Ability to learn quickly, make judgment calls to prioritize customer issues, and resolve technical problems efficiently.
4. Communication Skills: Excellent written and verbal English communication skills, with the ability to convey technical information clearly and concisely.
5. Adaptability: Ability to thrive on change, handle pressure in a customer-facing role, and work effectively in a dynamic environment.
6. Additional Skills: Basic understanding of Docker, bash scripting, and MySQL would be advantageous.

Minimum Requirements

• Minimum Grade 12 with an interest in IT.
• Linux knowledge including installation, troubleshooting, and basic configuration of recent Ubuntu server releases.
• Basic Linux terminal usage for editing files, understanding basic networks and services, and file system layout.
• Basic troubleshooting skills, including collecting logs and editing configuration files.
• Ability to learn quickly, thrive on change, and handle the pressure of a customer-facing job.
• Written and verbal English communication skills.

Note: This is an entry-level position, and additional skills listed are desirable but not mandatory. Training will be provided to enhance technical skills and knowledge as needed.