CWCS Managed Hosting is a rapidly growing IT company based in Nottingham. We have thousands of customers in the UK and overseas using our shared web hosting, dedicated servers, colocation and cloud hosting services. We have an excellent reputation and deliver great customer service, high-quality technical support and enterprise-grade hosting products. Our Trustpilot reviews are indicative of our results so far, service means everything to our customers and our purpose is to always offer a level of service that goes above and beyond.
To support our ongoing growth, which includes the establishment of a new, custom-specification data centre, we are seeking A talented individual to join our exceptional technical support team.
The 2nd Line Support Engineer role is key in delivering a high-quality service to our customers, in line with their expectations and SLAs. You will be responsible for the continued monitoring of the environment, auditing and installation of hardware, this role includes weekend and night shifts to maintain our 24/7 support commitment.
Key accountabilities include:
- building physical servers, installing operating systems and software, provisioning the network, and racking the servers - this is definitely not a desk job!
- Provision and maintenance of servers on our Cloud platform
- Responding to customers’ issues: these can be as diverse as handling an email client setup to rebuilding a RAID configuration, or performing a bare metal restore.
- Diagnosing issues and presenting a resolution path to the customer, this may be providing a solution or escalating the issue to the correct department.
- Building a relationship with all our customers, regardless of their level of technical proficiency. You should always want to help customers, and knowing how to educate customers so that they understand the issue and are able to help themselves in the future is pivotal to the role.
- Successfully provisioning orders sent from our Sales department that meet the specification the customer has purchased, and meet the high-level of quality we require and our customers expect.
To be successful in this role you must:
- have a passion for technical issues, a keen eye for detail and the patience to investigate an issue and deliver a resolution in a timely fashion
- be comfortable working shifts, including periods working nights
- be confident working on your own on occasions (with support from our on-call Systems Administrators)
- be a strong team player
- be customer focussed and able to deliver a high level of customer service
- be able to manage workloads, prioritising and organising your time effectively
- be solutions focussed but recognise when it is appropriate to escalate matters to best meet customer needs
- be confident dealing with customers directly and effective in communicating with a wide range of individuals, from the hobbyist website owner to large corporate entities
- have worked previously in a contact centre environment
- have a good knowledge of internet technology
- be a keen learner with a drive to develop further
- hold a full UK driving licence
Whilst not essential, it would be desirable for you to have:
- previous experience of working in the hosting sector
- previous experience of working night/late shifts
- a working knowledge of:
- LAMP (Linux, Apache, MySQL, PHP)
- Windows 2012/2016/2019/2022
- IIS
- DNS
- Domain Names
- Email clients and MTA
- cPanel and/or Plesk support skills would be an advantage.
Benefits
- An excellent salary for this level of position, and when working shifts we provide a shift bonus payment
- A training budget of £2,000 per year to help you develop the skills that drive the growth of the business
Terms and conditions
- Full time - average 37.5 hours per week
- Rota covers 24 hours, 7 days per week (at our data centre)
Job Types: Full-time, Permanent
Job Types: Full-time, Permanent
Pay: From £29,250.00 per year
Benefits:
- Company events
- Company pension
- Discounted or free food
- Free parking
- On-site parking
- Sick pay
Ability to commute/relocate:
- Nottingham NG9 2JR: reliably commute or plan to relocate before starting work (required)
Work Location: In person
