L1 Technical Support Engineer

L1 Technical Support Engineer

Responsibilities:

• Provide first-level technical support to customers via phone, email, and chat.
• Diagnose and troubleshoot technical issues related to web hosting services, including domain registration, DNS, email configuration, and website hosting.
• Guide customers through step-by-step solutions to resolve technical issues.
• Escalate complex technical issues to higher-level support or specialized teams as necessary.
• Maintain detailed and accurate records of customer interactions and support activities in the ticketing system.
• Collaborate with team members to share knowledge and improve support processes.
• Stay up-to-date with industry trends and best practices in web hosting and technical support.

Requirements:

• High school diploma or equivalent; Associates or Bachelors degree in a related field is a plus.
• Proven experience in a technical support or customer service role, preferably in the web hosting industry.
• Basic understanding of web hosting technologies, including DNS, cPanel, WHM, FTP, and email protocols.
• Strong communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.
• Excellent problem-solving skills and attention to detail.
• Ability to work independently and as part of a team in a fast-paced environment.
• Flexibility to work in shifts, including weekends and holidays as needed.

Preferred Qualifications:

• Experience with common web hosting control panels such as cPanel, Plesk, DirectAdmin and tools.
• Familiarity with scripting languages such as PHP, ASP.Net, Perl, or Python.

What We Offer:

• Competitive salary and benefits package.
• Opportunities for career growth and professional development.
• A dynamic and supportive work environment.