Customer Assistance Support Engineer (L2)

Key Responsibilities:

• Respond to and resolve customer support tickets and telephone enquiries promptly and professionally.
• Monitor our hosting environments via PRTG fix issues
• Apply updates and patches to servers and applications, maintaining stability and security.
• Provide technical support with a focus on resolving issues quickly.
• Triage tickets and escalate to UK-based agents when necessary.
• Work with cPanel and/or Plesk, utilizing CLI to troubleshoot and resolve issues effectively.
• Administer Windows and Linux systems, ensuring their security, stability, and optimal performance.
• In depth knowledge of cPanel and Plesk
• Deliver exceptional customer service and communication to ensure client satisfaction.
• Support email systems, with a strong understanding of how email protocols (e.g., SMTP, IMAP, POP3) function.
• Ensure all communications with customers and team members are clear, professional, and effective.
• Maintain and develop processes to improve efficiency within the wider support team.
• Assist with technical documentation for customers and teams.
• Any other tasks as reasonably requested.
• Provision, configure and optimise hosting environments
• including caching layers (Varnish, Redis, CDN, OPCache).
• Diagnose and resolve Linux-based server, hosting and application issues
• Across LAMP/LEMP environments.

Knowledge, Skills and Experience:

• Proven ability to debug full-stack issues in a production environment (app, DB, OS, network)
• Strong Linux systems administration skills (Ubuntu, CentOS, Alma Linux or similar).
• Demonstrated understanding of hosting environments, virtualisation and containerised platforms.
• Knowledge of hosting environments / technologies such as cPanel and Plesk.
• Experience of systems monitoring and troubleshooting through to remedy.
• Expert knowledge of email technologies & domain name administration.
• Strong working knowledge of Microsoft 365 applications and email technologies.
• Good working knowledge of PHP-based applications (structure, configuration and troubleshooting).
• Experience with web servers and related technologies (Apache, Nginx, PHP-FPM, MySQL, MariaDB).
• Understanding of DNS, load balancing, SSL and firewall configuration.
• Knowledge of PCI-compliance, DDoS mitigation, firewalls, intrusion-prevention.
• Familiarity with performance tuning tools such as Varnish, Redis and CDN services.
• Excellent analytical and diagnostic skills, with a methodical approach to problem-solving.
• Strong written and verbal communication skills.
• Be able to explain complex issues clearly to non-technical users.
• Skilled in Customer Service: A solid understanding of customer care and service delivery.
  

People Interactions:

• Communicating with customers and wider support teams.
• Provide regular updates on the progress and status of their query via, tickets, and chats.
• Participate in Teams groups, providing input to assist with resolving customer queries.
• Triage customer issues and work tickets, escalating when required.
• Customer-focused mindset with a genuine commitment to service quality.

Personal Attributes & Key Behaviours:

• Methodical and analytical approach to problem-solving.
• Calm, professional and dependable under pressure.
• Strong attention to detail with a consistent commitment to quality.
• Works collaboratively with colleagues to achieve shared goals.
• Shares knowledge and supports others to build team capability.
• Takes ownership of tasks and delivers to agreed standards.
• Communicates clearly and keeps managers and teammates informed.
• Demonstrates curiosity and a desire to continually learn and improve.
• Seeks more efficient ways of working and contributes ideas for improvement.
• Acts as a positive ambassador for the wider Hosting Division in all interactions.
• Recognises when to ask for help and involves others to achieve the best outcome.
  

Performance Output:

• SLA adherence and response times.
• Ticket review and quality reviews.
• Customer satisfaction (CSAT).
• Accuracy of documentation and internal process compliance.

Benefits:

• 24 days leave plus 8 festival holidays
• Food Provided
• Provident Fund
• Exam fee and training funding
• Healthcare Scheme.
• Enhanced maternity & paternity leave
• Employee Assistance Programme
• Employee Awards - 5, 10, and 15-year service awards
• Employee Referral Scheme
• Individual Training & Development Plans.