· Researching and identifying solutions to software and hardware issues for both our client platforms and also our own cloud platforms· Diagnose and troubleshoot technical issues (SANs, switches, network routers, blade servers, websites and databases, networking, operating systems etc)· Talk to clients via either telephone or the MyHyve ticket system within defined SLA's.· Provide prompt and accurate feedback to customer questions and issues by referring to our internal database or external resources to provide accurate tech solutions· Prioritise and manage multiple support tickets at one time and follow up with clients to ensure their systems are fully functional after troubleshooting· Assist the Sales team with architectural designs of potential new client platforms· Build and deploy new client servers and complex platforms as required· Deploy, run and manage virtual network devices such as load balancers, firewalls, IPS, WAFs, Etc.· Properly escalate unresolved issues, where appropriate, to relevant internal teams

• Handle technical product issues. Find the root cause, analyze issuesand find solutions + test + implement solutions.• Work with the DevOps team on testing and implementing, but alsoon all-around solutions.• Keep documentation up to date with product evolution and newfeatures. Vulgarise the documentation for lower levels of tech.• Work closely with the Control Center team as well as with the DevOpsteam.

• Assist customers’ with technical & non-technical issues through live chat, tickets & telephone• Assist customers’ with installing/upgrading/troubleshooting web applications such as WordPress• Assist customers’ with cleaning up their account when they are hacked/compromised• Advise & assist customers’ on cPanel/WHM account basics such as how to upload website data, create email accounts, set up databases & install popular web applications• Troubleshooting any server-side errors with Apache, DNS and etc.• Troubleshooting any server-side errors with OpenVZ & KVM servers.

• Assist customers’ with technical & non-technical issues through live chat, tickets & telephone• Assist customers’ with installing/upgrading/troubleshooting web applications such as WordPress• Assist customers’ with cleaning up their account when they are hacked/compromised• Advise & assist customers’ on cPanel/WHM account basics such as how to upload website data, create email accounts, setup databases & install popular web applications• Troubleshooting any server side errors with Apache, DNS and etc.

• Assist customers’ with technical & non-technical issues through live chat, tickets & telephone• Assist customers’ with installing/upgrading/troubleshooting web applications such as WordPress, Joomla & Prestashop• Migrate customers’ website data to the A2 Hosting network• Assist customers’ with cleaning up their account when they are hacked/compromised• Advise & assist customers’ on cPanel/WHM account basics such as how to upload website data, create email accounts, setup databases & install popular web applications• Troubleshooting any server side errors with Apache, DNS and etc.