Web Hosting Support Technician

**Big Wet Fish Hosting**
REMOTE Working for our UK Client Base from India
Office Space / Desk rented in a business centre if required
PC / Laptop Provided if required

**Technical Support and Server Monitoring**

Big Wet Fish Hosting has been providing web hosting services to clients in over 50 countries for many years. Based in De Courcy Centre Carrickfergus, we have shown rapid growth in recent years with a growing client base of well known companies choosing us for their cloud hosting solutions. A unique working environment where every staff member plays their part in the success of the business you will learn new skills and progress up the Support Levels with determination and hard work..

**Department**: Technical Support Agent

**Location**: Remote

**Work Status**: 40 Hours per week

**Availability**: Support Team Shift Work 24/7

**Paid Holidays**:28 days per year (Standard UK Staff Entitlement applicable also to remote staff)

**Reporting To**:Stephen Kinkaid Managing Director

**Salary**: Negotiable based on experience and time with company

**Job Responsibilities include but are not limited to**:

- Helpdesk and Live Chat Support for our Clients
- New Server Builds, Installations and Configuration
- Hardware troubleshooting - RAID etc
- Server and incident management
- Maintain stable client base and server environment
- Support for client’s hosting services
- Ability to multi-task and remain focussed while handling different support tasks and roles.
- Troubleshoot support enquires related to HTTP, DNS, MySQL, mail and other system issues
- Escalate issues to appropriate departments if needed
- Responsive and adaptive communication with clients and staff
- Add resources to internal company knowledge bases
- Flexibility in working late in the event of a crisis (eg server outage) - overtime will be paid
- Remote Working - PC / Office Space in Shared Business Centre provided if required

**Primary Daily Duties**:

- Responding quickly to event notifications (service down / load alerts)
- Server and Site Migrations as required
- Troubleshooting server configuration issues with client websites
- Installation and configuration of server side modules
- Management of our East Antrim Data Centre to include hardware health checks
- Maintaining accurate records of server stock and IP space in our data centres
- Server Deployments and Server Builds for our East Antrim Data Centre & other Data Centres
- Hardware Monitoring / RAID Health across all our Data Centres
- Web Server Security lockdown and patching
- Linux Scripting and Automation (eg our internal backup scripts etc)
- Troubleshooting client web hosting issues via online support tickets and live chat

**Secondary Daily Duties**:

- Writing articles and how-to's for our support helpdesk and tutorial areas, adding system documentation and knowledgebase articles where necessary and as requested.
- Assist other staff members in the research and development of new products and technologies.
- Training Junior Level 1 Technicians
- Other related duties as assigned.

**Required Skills and Qualifications**
- Linux / cPanel / Virtualization Skills
- Experience of cPanel and if possible Direct Admin Control Panels
- Experience of providing web hosting support in Linux environment
- Understanding of general IT technology skill set
- Excellent communication skills

**Desired Skills**
- Analytical troubleshooting skills in a support environment
- Experience of installing and using WordPress
- WordPress troubleshooting experience
- Knowledge of LAMP, HTML/PHP, MySQL/MariaDB
- Linux command line familiarity, configuration, file handling experience
- System administration, web infrastructure, and support experience
- DNS setup and troubleshooting experience
- cPanel Experience

**Salary**: ₹20,000.00 - ₹40,000.00 per month

**Benefits**:

- Cell phone reimbursement
- Flexible schedule
- Internet reimbursement
- Paid sick time
- Paid time off
- Work from home

Day range:

- Monday to Friday
- Weekend availability

Shift:

- Evening shift
- Flexible shift
- Night shift
- Rotational shift