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Jobs at Digital Pacific Pty Ltd

Technical Support Team Leader - Dedicated Hosting

Location: Sydney, NSW, Australia

Department: Technical Support

Type: Full Time

Min. Experience: Manager/Supervisor

Are you a superstar with stand-out skills to help keep shiny our crown as one of Australia’s top cloud hosting companies? Are you looking for a dynamic, progressive employer who thinks that standard is just boring? Then we want to hear from you!

We’re Digital Pacific and we’re on the hunt for new additions to our dream team. Based in Sydney, we’re a cool crew of 50, with one mission in mind - to keep our customers happy and our competitors envious. Small businesses and large brands globally rely on our ability to keep their websites on top form, through leading-edge hosting solutions, outstanding service and support that meets the demands of modern day business. 

Don’t think for one second that life is dull at Digital Pacific HQ. Join us and you’ll benefit from a creative, fun environment that’s all about kicking goals, thinking outside the box and being the best we can be. If you’ve got cracking ideas, we’re all ears. You’ll get all the support, development and encouragement you need to fast-track your career and enjoy the ride too.  The slushie machine, office Segway and unlimited soft drinks are all permanent fixtures here. You’ll also get a hot seat in our new, ultra-cool Circular Quay offices. Harbour view comes as standard. If you don’t believe us, take a peek around our careers portal.

 

THE OPPORTUNITY:


We're on the hunt for a Team Leader for our Dedicated Hosting team, someone who knows what customer service really means, and leads from the front to give our dedicated hosting and managed service customers the level of service they deserve.

You'll be ensuring your team is maintaining procedural and performance standards, both for our customers and for our internal services.

While you will be proactively monitoring and responding to issues that present themselves, you will primarily be ensuring that the issues are dealt with efficiently and effectively by your team.
 


YOU'LL LOVE:

  • Overseeing work done by team members to ensure they're keeping our customers happy & their issues solved
  • Assisting with diagnosis of difficult problems, and assigning them to team members
  • Keeping procedures with relevant documentation up to date
  • Assisting your team in using appropriate troubleshooting techniques
  • Mentoring & training staff to give the very best customer experience
  • Ensuring escalated tickets are handled promptly and in accordance with policy & procedure
  • Monitoring internal systems to ensure they are functioning correctly, maintained and updated - ticketing, staff portals, staff wikis etc 


SKILLS YOU WILL NEED:

  • Experience leading, mentoring and motivating small teams of Technical Support Representatives
  • Support for shared/Cloud and dedicated hosting customers experience via email and telephone.
  • A working knowledge of Linux and Windows operating systems
  • Excellent troubleshooting/problem diagnosis skills
  • Troubleshooting of Web (Apache), DNS (BIND/NAMED) and SQL (MySQL) server issues
  • Excellent customer service skills both verbal and written
  • Excellent time management, prioritisation and planning skills
  • Knowledge of cPanel or other control panels
  • The flexibility to work a 24/7 rotating roster including weekends, and occasional night shift work where required
  • A passion to serve our customers and provide an astounding support experience 

 

IT WON'T HURT IF YOU HAVE:

  • Experience in a web hosting environment
  • Hands-on experience with monitoring software (Zabbix, Nagios etc.)
  • Support documentation writing experience (Internal and Customer Facing)
  • Experience with server virtualization (VMWare Preferred)
  • Website migration experience between platforms
  • Dell server hardware experience 

 

At Digital Pacific we believe in rewarding great talent as well as keeping them healthy and happy, so as part of the team you will get a generous base salary, free beer & soft drinks fridge, office gymnasium and free Friday lunches.


READY TO GET ON BOARD?

If you think you've got the goods, click the "Apply Now" button now and tell us why you'd rock the role and we'd be foolish to overlook you.

 

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