Technical Escalations Consultant - 13151

Job No:  13151
Technical Escalations Consultant
Location:  Somerset West - Cape Town
Salary:  R 25 000 - R 35 000 Per Month

Our client is an exciting, fast-growing and established cloud SaaS business head quartered in the UK. Focused on data backup, storage and archiving since 1998 and at the forefront of cloud services since 2005, they have successfully evolved into a leading global cloud data management provider and now has over 40,000 end user customers and more than 350 channel partners around the globe.

On the back of a run of record sales years, rapid continued growth and private equity investment, they are now looking to expand their team of hard working, bright technology enthusiasts to enable us to continue to deliver excellent service to our rapidly growing customer base. If you are tenacious, have a passion for technology and are looking for a serious career within a fast-paced, energetic and fun environment, where hard-work, initiative and commitment are rewarded, and where there is a proven track record of career progression, then my client could be the company for you.

The Role
As a result of our continued growth we have a vacancy for a Technical Escalations Consultant within our Somerset West office in South Africa. You'll need to be able to deal with multiple demands on your time and always provide fantastic service to your colleagues and our customers alike. The primary focus of the role is to work as part of our technical support team providing support for issues that may require escalation to our development team. The role includes but is not limited to replication and testing of reported customer issues, logging issues with development via Microsoft Azure DevOps and liaising with your colleagues in the Support and Development teams to resolve issues.

For the right candidate there are great opportunities to progress and to be involved in a variety of exciting projects. The role would suit someone who has a passion for IT and has 3+ years prior experience in an IT support role.

Specific responsibilities include:


  • Ability to always provide a high level of support to customers (both internal and external).
  • Diagnosing, troubleshooting and resolving technical issues via email, telephone and remote sessions.
  • Replicate reported issues and log with Azure DevOps as appropriate.
  • Take part in a weekly ticket triage meeting.
  • Working within a technical support environment.
  • Liaise with QA Team and DevOps Team to achieve tasks.
  • Report to UK Support Team Manager


Job Requirements

  • A technical background in software support.
  • In depth experience of at least one backup technology.
  • Strong written and verbal communication.


Desirable Experience (not essential):

  • Good understanding of Microsoft Desktop and Server Operating Systems.
  • Understanding of Linux and Mac OS X Operating Systems.
  • Ability to script in one or more languages. E.g. Microsoft PowerShell
  • Networking (including understanding Firewalls, Web filtering and Proxies).
  • ISO 27001/9001 Certifications & Standards.