Systems & Escalation Engineer

Company overview:

GURU 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.

As part of a large group of hosting-related companies that help entrepreneurs with their online presence and success the combined company forms a new powerhouse in the tech sector - now serving millions of customers in 16 countries supported by over 3000 employees across Europe.

Are you ready to share your passion for tech and join our UK team

Come as you are

Everyone is welcome here. Diversity & Inclusion are at our core. Far above any technical competence we value respect openness and trusted collaboration. We do not tolerate intolerance.

Sustainability

At 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.

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 culture

• A relaxed collaborative atmosphere

• Motivational coach-style leadership

• Employee perks including an enhanced holiday scheme and a birthday bonus.

What we do

We make succeeding online as easy as it can be for our customers. We:

• Provide 5-star rated hosting services

• Keep our products accessible and industry-leading

• Offer a diverse range of products to allow customers to grow

• Are customer-obsessed offering multi-channel exceptional support

Our values

The five characteristics that drive our behaviours and the heart of our business culture;

• We put our customers at the heart of everything we do

• Were stronger together and we trust each other to do the right thing

• We tell it like it is and keep doors and mind open

• We treat each other with respect and regard

• Were always thinking whats next

Job Description:

Were 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 teams members.

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

Key responsibilities:

• Providing escalated in-depth support to our customers using email/ticketing live chat and telephone.

• Supporting our internal teams with technical escalations and liaising with vendors

• Deploying new customer services

• System administration ongoing management and upgrades.

Required Skills & Experience:

• Multi-year strong hosting experience especially covering cPanel WHM Plesk and Windows Server.

• Excellent technical 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.

• 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.

The following would be advantageous:

• Saltstack Ansible or other configuration management/orchestration tools

• Experience of: Windows IIS Magento VLANs/networking and Firewalls

• Coding experience in any language PHP or Python preferred.

• Technical qualifications and/or degree-level education

Working hours:

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.

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