We are looking for a Systems and Escalations Engineer to join our UK support team under group brands that include Catalyst2, UKDedicated and GURU Cloud.

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 teams members.

This role is either completely remote (UK-based only) or working hybrid from our Worcester, Reading or Hemel Hempstead offices.

Responsibilities

• Providing escalated support to our customers using email/ticketing, live chat and telephone.
• Supporting our internal teams with technical escalations
• Deploying new customer services
• System administration, ongoing management and upgrades.

Required Skills & Experience

• Multi-year strong hosting server experience, covering cPanel, WHM, Plesk and Windows Server.
• Excellent knowledge of WordPress and other CMS/Ecommerce web apps.
• Thorough understanding of key internet protocols and technologies.
• Able to demonstrate and apply a process-driven and security-focused mindset.
• Understanding around programming languages; PHP, Python and shell scripting
• Strong troubleshooting skills.
• Knowledge of computer hardware diagnostics (Dell servers being an advantage)

Key Competencies

• Excellent spoken and written English communications.
• Strong organisational skills, able to manage workloads and schedules.
• 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 issues at pace.
• Adaptable, flexible and quick thinker with attention to detail.

The following would be advantageous

• Saltstack, Ansible or other configuration management/orchestration tools
• Experience of: Windows IIS, Magento, VLANs/networking and Firewalls
• Programming experience in any language, PHP or Python preferred.
• Technical qualifications and/or degree-level education

Working hours

Please note, our operations are 24x7 and this role is shift-based, working alternating weekly shifts of 7.30am-3.30pm and 2.30pm-10.30pm Monday through Friday. Participation in a paid on-call rota is required.

Training

You will be given complete training and support.

Right to work

At 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.