System Admin Support Specialist

What you’ll do & how you’ll make your mark.

• Participate in 24×7 shifts.

• Investigate escalated technical cases, providing technical analysis and planning assistance as required.

• Refine and establish policies and procedures for the customer support team to follow.

• Implement fixes or upgrades across our technological stack.

• Resolve issues flagged by our monitoring and alerting systems, taking steps to prevent recurrence.

• L1/L2 Support ownership of all hosting products (cpanel/plesk/vps/cloud/dedicated).

• Develop tools and scripts that: 1) Enable customer support teams to resolve issues

• independently and swiftly. 2) Automate repetitive tasks and preemptively resolve customer

• issues.

• Offer technical expertise across departments to assist where required.

• Manage and configure virtual and dedicated servers.

• Handle incident response, troubleshooting and fix for various products/services.

• Handle escalations as per policies/procedures.

• Get different internal/external groups together to resolve production site issues effectively.

• Communicate clearly on tickets, phone calls made to the team about various issues.

• Ensure SLA’s and Operational standards are met.

• Raise tickets to different internal groups to resolve recurrent problems, alerts and follow up

• on escalated issues.

• Liaison with engineering teams for RCA’s, permanent resolutions on issues affecting

• production sites.

• Contribute to Operations handbook.