Datacenter & Web Hosting Technical Support Engineer (L2)

Department: 247 Technical Support
Experience: Minimum 4-6 Years
Employment Type: Full-Time ( Work from HOME )
Joining: Immediate
Work Schedule: Rotational Shifts (247 Support Environment)

Mandatory:

1. WORK FROM HOME ( REMOTE )

2. Should have Fast Internet and Own latest configure computer or laptop.

Job Summary:

We are looking for an experienced and technically skilled Datacenter & Web Hosting Technical Support Engineer with a minimum of 46 years of hands-on experience in Linux server administration, web hosting infrastructure, and technical customer support.The ideal candidate should have strong troubleshooting skills and practical experience managing Linux servers, Docker containers, cPanel/WHM, Exim mail servers, and email-related issues.The candidate will be responsible for handling technical support requests through ticketing systems, live chat, email, and phone calls, ensuring timely resolution of customer issues and maintaining high service standards.

Roles & Responsibilities

1. Linux Server & Datacenter Operations

• Install, configure, manage, and troubleshoot Linux-based servers and Web/application Hosting.
• Perform server monitoring, maintenance, performance optimization, and troubleshooting.
• Manage server services, processes, disk space, memory, CPU utilization, and system resources.
• Work with SSH, Linux command-line tools, permissions, logs, cron jobs, and shell commands.
• Troubleshoot server downtime, resource utilization, connectivity, and performance-related issues.
• Perform routine server maintenance, updates, security patches, and basic server hardening.

2. Web Hosting & Control Panel Management

• Manage and troubleshoot cPanel/WHM hosting environments.
• Handle website hosting issues, account management, DNS configuration, SSL certificates, and domain-related technical issues.
• Troubleshoot Apache, PHP, MySQL/MariaDB, and website performance issues.
• Handle Plesk and other hosting control panels where required.
• Manage hosting migrations, backups, restores, and account-level troubleshooting.

3. Docker & Container Management

• Manage and troubleshoot Docker containers and images.
• Handle container deployment, configuration, monitoring, and basic networking.
• Troubleshoot container startup failures, resource issues, and application connectivity.
• Work with Docker Compose and container logs.

4. Email Server & Troubleshooting

• Manage and troubleshoot Exim mail server issues.
• Diagnose email delivery failures, delayed emails, bounced messages, and spam-related issues.
• Troubleshoot SMTP, IMAP, and POP3 connectivity.
• Investigate email authentication issues involving SPF, DKIM, and DMARC.
• Resolve email client configuration and connectivity issues.

5. Technical Support & Customer Handling

• Handle customer queries through ticketing systems, live chat, email, and incoming/outgoing phone calls.
• Diagnose technical issues, identify root causes, and provide appropriate resolutions.
• Take ownership of customer issues and ensure timely resolution within defined SLAs.
• Escalate complex technical issues to L3 teams with proper troubleshooting details.
• Maintain accurate ticket updates, technical notes, and customer communication records.
• Provide clear technical explanations and professional support to customers.

6. Monitoring, Documentation & Team Coordination

• Monitor server availability and identify potential infrastructure issues.
• Follow standard operating procedures (SOPs) and escalation procedures.
• Maintain technical documentation and troubleshooting records.
• Coordinate with internal infrastructure, network, development, and support teams.
• Identify recurring technical issues and recommend preventive measures and service improvements.

Technical Skills Required

Mandatory Skills:

• Minimum 34 years of hands-on experience in Linux server administration and web hosting technical support.
• Good knowledge of Linux operating systems (CentOS, AlmaLinux, Rocky Linux, Ubuntu, etc.).
• Strong working knowledge of cPanel/WHM.
• Practical experience with Docker and container troubleshooting.
• Good knowledge of Exim mail server and email troubleshooting.
• Understanding of Apache, PHP, MySQL/MariaDB, DNS, and SSL.
• Strong understanding of SMTP, IMAP, POP3, HTTP/HTTPS, FTP, and SSH protocols.
• Experience handling website, hosting, server, and email-related technical issues.
• Familiarity with ticketing systems and SLA-based support operations.

Additional / Preferred Skills:

• Knowledge of Plesk control panel.
• Basic shell scripting and automation.
• Experience with server monitoring tools such as Zabbix, Nagios, or similar.
• Knowledge of virtualization technologies such as VMware, KVM, or Xen.
• Basic networking knowledge, including TCP/IP, firewalls, ports, and routing.
• Understanding of cloud platforms such as AWS, Azure, or DigitalOcean.

Customer Support & Communication Skills

• Excellent written and verbal communication skills.
• Ability to communicate technical issues and solutions clearly to customers.
• Good email writing, ticket handling, and live chat communication skills.
• Ability to handle customer phone calls professionally.
• Strong analytical, logical thinking, and problem-solving abilities.
• Ability to manage multiple tickets and prioritize issues based on urgency and business impact.
• Customer-focused approach with a strong sense of responsibility and ownership.
• Ability to handle challenging customer situations professionally.

Eligibility & Other Requirements

• Bachelor's degree or relevant technical qualification preferred.
• Minimum 4-6 years of relevant experience in web hosting, Linux server administration, or datacenter technical support.
• Willingness to work in rotational shifts, including night shifts, weekends, and public holidays as per the support schedule.
• Ability to work independently as well as coordinate with other technical teams.
• Self-motivated, disciplined, and willing to learn new technologies.
• Flexible work in 24X7 shifts
• Ready to continue WORK FROM HOME ( REMOTE ) job.
• Keep your arrangement for Fast Internet and Own latest configure computer or laptop.

What We Expect From the Candidate

We are looking for someone who is not limited to forwarding tickets or providing basic customer support. The candidate should have the technical ability to investigate issues, perform hands-on troubleshooting, identify root causes, and resolve server, hosting, Docker, and email-related problems independently. The candidate must be equally comfortable working on Linux servers and communicating with customers through tickets, chats, and phone calls.

Interested candidates can share their updated resumes highlighting their relevant Linux, cPanel/WHM, Docker, and hosting support experience.