Systems & Escalation Engineer

Company overviewGURU, Catalyst2 and UKDedicated are managed hosting specialists, delivering exceptional dedicated and cloud services to drive booming online businesses. We work with agencies, SMBs and industry-leading organisations through our strong customer-focused UK brands.We’re part of team.blue, an ecosystem of 60+ successful PaaS and SaaS brands working together across 22 European countries to provide its 3.5 million SMB customers with everything they need to succeed online by offering best-in-class expertise and services.Are you ready to share your passion for tech and join our UK team?What we doWe make succeeding online as easy as it can be for our customers. We:Provide 5-star rated hosting servicesKeep our products accessible and industry-leadingOffer a diverse range of products to allow customers to growAre customer-obsessed, offering multi-channel exceptional supportJob descriptionWe're seeking a Systems and Escalations Engineer to join our UK technical team under group brands that include Catalyst2, GURU Cloud and UKDedicated - someone who brings passion for tech and experience in hosting.This is a fast-paced and varied technical hands-on role involving escalated internal and customer support matters, provisioning new services, managing systems and mentoring other support team members.Location: completely remote (UK-based only) or working hybrid from our Worcester, Reading or Hemel Hempstead offices.Training: you will be given complete training and support.Key responsibilitiesProviding escalated in-depth 3rd line support to our customers. Primarily by email/ticketing, phone to a lesser extent.Supporting our internal 1st & 2nd line support teams with technical escalations.Deploying new customer services.System administration, ongoing management and upgrades and liasing with vendors.Required skills & experienceMinimum 2 years of strong hosting experience, especially with cPanel and WHM, with hands-on experience administering and troubleshooting the underlying Linux servers via the command line (CLI), not just through the cPanel/WHM interface. Plesk is a plus.Excellent technical knowledge of WordPress and other CMS/Ecommerce web apps.Understanding of key internet protocols and technologies.Able to demonstrate and apply a process-driven and security-focused mindset.Strong troubleshooting skills.The following would be advantageousSaltstack, Ansible or other configuration management/orchestration tools.Experience of: Windows Server, IIS, MySQL, Magento, VLANs/networking and Firewalls.Understanding around programming languages such as PHP, Python and shell scripting.Technical qualifications and/or degree-level education.Key CompetenciesExcellent spoken and written English communications.Customer service driven with a desire to help others, backed by commercial awareness.An inquisitive and positive mindset with strong motivation and ability to problem solve under pressure.Ownership of delivering solutions and resolving multiple issues at pace.Adaptable, flexible and quick thinker with attention to detail.Strong organisational skills, able to manage workloads and schedules.Working hoursOur operations are 24x7 and this role is shift-based, working alternating weekly shifts of 7.30am-4:00pm and 2.00pm-10.30pm Monday through Friday. Participation in a paid on-call rota is required.Why choose our organisation?We want every member of our team to achieve more than they thought possible so that we can keep supporting our customers to succeed. We do this with:A diverse and inclusive cultureA relaxed, collaborative atmosphereMotivational, coach-style leadershipEmployee perks, including an enhanced holiday scheme and a birthday bonus.SustainabilityAt team.blue, our commitment to caring for the environment and each other is at the heart of everything we do. Our latest impact report showcases our ongoing ESG efforts and ambitious sustainability goals. Interested in learning more about our dedication to making a positive impact? Check it out here.Right to workAt any stage please be prepared to provide proof of eligibility to work in the UK. Unfortunately, we are unable to support relocation packages or sponsorship visa.