System Admin Support Associate

What you’ll do & how you’ll make your mark.

Participate in 24x7 shifts.
Investigate escalated technical cases, providing technical analysis and planning assistance as
required.
Refine and establish policies and procedures for the customer support team to follow.
Implement fixes or upgrades across our technological stack.
Resolve issues flagged by our monitoring and alerting systems, taking steps to prevent
recurrence.
L1/L2 Support ownership of all hosting products (cpanel/plesk/vps/cloud/dedicated).
Develop tools and scripts that: 1) Enable customer support teams to resolve issues
independently and swiftly. 2) Automate repetitive tasks and preemptively resolve customer
issues.
Offer technical expertise across departments to assist where required.
Manage and configure virtual and dedicated servers.
Handle incident response, troubleshooting and fix for various products/services.
Handle escalations as per policies/procedures.
Get different internal/external groups together to resolve production site issues effectively.
Communicate clearly on tickets, phone calls made to the team about various issues.
Ensure SLA's and Operational standards are met.
Raise tickets to different internal groups to resolve recurrent problems, alerts and follow up
on escalated issues.
Liaison with engineering teams for RCA's, permanent resolutions on issues affecting
production sites.
Contribute to Operations handbook.

Who you are & what you’ll need to succeed.

Proficient in English, both written and spoken.
Possess strong communication skills and a strong customer-focused mindset.
Bring 2 years of experience in a similar role, preferably in the hosting industry.
Have in-depth knowledge of cPanel, WHM, Email, FTP, SSH, Linux, WordPress and Magento,
including command-line operations.
Predisposed to action - you just start doing and exhibit a strong sense of ownership.
Open and honest with yourself. You're transparent, you give and take feedback, communicate clearly, and keep your promises.
Enthusiastic about helping others and believe that success only comes when we work
together.
A lifelong learner, never satisfied by what you know and always eager to learn more and get
involved.