3rd Line Support

Team Blue; Worcester, Reading, Hemel Hempstead; Hybrid; GBP 30,000 - 50,000

Job description

Join to apply for the 3rd Line Support role at team.blue

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)
• 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.

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.