Join one of the largest providers of Open-Source technologies in Africa to provide IT services to large corporations. The purpose of this role is to provide Linux Administration support to clients as required from time to time.

Entry requirements:

Advantageous:

Support: Support is provided to the client using tools (email, incident management tools, etc.) identified by the client. Client assigned tasks are executed within SLA agreements, within scope, in the shortest possible time at the highest standard. Support queries are handled, queries are logged, resolved or escalated with proper feedback to the client provided. Clients’ expectations are managed optimally. The client is fully aware of the status of the call at all times. Monitoring is managed according to SLA agreements. All telephone and email queries are channelled through the applicable incident management tools provided. All-time is logged on the company and client systems. After hours support tasks are attended to as and when required within the SLA. Technical in-scope documentation is created and updated in Confluence to explain step-by-step what was done in order to ensure a smooth transition and handover. Available to the client within all the hours as contracted, whether remote or on-site. A Reliable internet connection is ensured at all times. Tempo planning is done to ensure all the important and urgent issues are planned for and time is allocated for it. Regular and up-to-date learning and research are done to stay current with relevant technologies, as agreed with the Team Lead and the client. Issues are responded to within the SLA and resolved in a timely fashion, at the highest standard. 100% client satisfaction ensured the resolution of issues. Documentation is done with clear steps that actually work.

Standby: 24-hour standby is provided during the assigned week. Connectivity is ensured at all times, 24/7. Standby calls are received without delay, in a professional manner, the urgency of the call is determined and appropriate action is taken e.g., resolving the issue or escalating the call. When the call is taken, see first if it can be resolved in under 10 minutes, if unable to resolve the call, issues can be escalated to the Subject Matter Expert (SME) and if still unresolved, it is escalated to the ‘War room’ for assistance. Full ownership is taken for each call until it is fully resolved and the client is 100% satisfied. It is expected of you to shadow the SME as the call is being resolved, in order to learn how to resolve these issues in future. Detailed handover is done, the new standby person is informed of all issues and possible issues with clients. All alerts are attended to and resolved or managed in the shortest possible time. No alerts are ignored. All alerts are investigated. Proper handover is done. Client reporting and special requirements as and when required.

Reporting: Reporting is done when the client requests for example a root cause analysis when preventative measures can be put in place to mitigate the risk. Reporting may also include the status of the environment at any given time. Reports are provided to the client according to specifications and client special requests.

Location: Must reside or be willing to travel to Pretoria

Apply by sending your CV, Matric Certificate, Academic transcripts and relevant Certifications to hr@obsidian.co.za.co.za