3rd Line Support

Company overview: UKDedicated/GURU/Catalyst2 are hosting specialists, delivering exceptional dedicated and cloud services to drive booming online businesses. Since 2022, we have been part of team.blue, a European group of brands enabling entrepreneurs to succeed online. As a group of customer-obsessed brands, we operate across 22 countries, supporting over 3.3 million customers with their online presence. Our combined family is an incredible team of over 3,000 experts, each empowering our strong local brands. Are you ready to share your passion and join our UK team? 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 web 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
• We’re 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
• We’re always thinking ’what’s next?’

Job Description: We're looking for a Third Level Technical Support team member 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) or working from our Worcester, Reading or Hemel Hempstead offices. Key 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 key internet protocols and technologies, from Domains & DNS to SMTP.
• 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 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 an 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.