Technical Support Engineer 2

Role & responsibilities

We are looking who is having hands on DNS , Cpanel/whm , SSL , Firewall,linux,web hosting,mysql ,vpn

• Handle L1 escalations and provide L2 technical support for complex Linux and Windows server, web hosting, infrastructure, and application-related issues.
• Administer, configure, monitor, maintain, and troubleshoot Linux distributions and Windows Server environments.
• Configure and troubleshoot Apache HTTP Server, LiteSpeed Web Server, OpenLiteSpeed, and Microsoft IIS.
• Manage firewall configurations, security rules, port access, network connectivity, and traffic filtering using ConfigServer Security & Firewall (CSF) and Windows Firewall.
• Manage DNS zones, authoritative nameservers, DNS records (A, AAAA, CNAME, MX, TXT, PTR, SRV), reverse DNS, DNS propagation, and DNS resolution issues.
• Troubleshoot mail server and email platform issues involving Exim, MailEnable, Microsoft 365/Office 365, and cPanel Email.
• Configure and troubleshoot VoIP/PBX phone servers, including FreePBX and Asterisk, SIP trunks, SIP extensions, inbound and outbound routes, IVR, ring groups, call queues, voicemail, call forwarding, and time conditions.
• Troubleshoot SIP registration failures, call drops, one-way audio, no-audio issues, RTP media traffic, NAT traversal, firewall restrictions, SIP signaling, and codec compatibility.
• Administer and troubleshoot MariaDB, MySQL, PostgreSQL (PostgreSQL/PGSQL), and Microsoft SQL Server (MSSQL), including database connectivity, service failures, performance, backups, and restoration.
• Manage virtualized server environments using Virtuozzo, including virtual machine/container provisioning, resource allocation, performance monitoring, and troubleshooting.
• Administer cPanel/WHM and Plesk hosting control panels, including account management, service configuration, website hosting, and hosting-related troubleshooting.
• Configure and troubleshoot FTP and secure file transfer services, including ProFTPD, Pure-FTPd, SFTP, and vsftpd.
• Manage email security and outbound email delivery services, including MailChannels, SMTP authentication, email routing, spam filtering, SPF, DKIM, DMARC, IP reputation, and email deliverability.
• Investigate HTTP/HTTPS errors, website downtime, 4xx/5xx errors, SSL/TLS certificate issues, resource utilization, CPU and memory bottlenecks, disk space, and service failures.
• Monitor server health, analyze system and application logs, perform root cause analysis (RCA), and implement corrective and preventive actions.
• Perform server migrations, backup and restoration, operating system patching, security updates, service maintenance, and disaster recovery support.
• Demonstrate working knowledge of IT Service Management (ITSM), ERD processes, endpoint security, Endpoint Detection and Response (EDR), Endpoint Protection Platform (EPP), Zero Trust, Host Intrusion Prevention Systems (HIPS), Data Loss Prevention (DLP), web security, email security, and Secure Internet Gateway (SIG) solutions.
• VPN Administration and Troubleshooting: Configure, administer, monitor, and troubleshoot Pritunl VPN services, including VPN server and client configuration, user authentication, VPN connectivity issues, certificate management, routing, DNS resolution, access permissions, and firewall-related connectivity problems. Investigate connection failures, authentication errors, tunnel establishment issues, and client-to-network connectivity problems while ensuring secure remote access.
• Maintain technical documentation, update incident and service request tickets, document troubleshooting steps, and provide detailed escalation notes to L3 and infrastructure teams.
• Communicate effectively with customers and internal stakeholders, provide regular incident updates, and meet SLA, response time, and resolution targets.
• Participate in rotational shifts, weekend coverage, planned maintenance windows, and on-call support as required.

2. Required Technical Skills and Keywords

Linux and Windows Server Administration

• Linux Server Administration, Windows Server Administration, system administration, server hardening, service management, command-line troubleshooting, system logs, process management, CPU, memory and disk utilization, filesystem management, permissions, SSH, remote administration, patch management, and security updates.
• Linux distributions such as Red Hat Enterprise Linux (RHEL), CentOS, AlmaLinux, Rocky Linux, Ubuntu, and Debian.

Web Hosting and Web Server Technologies

• Apache HTTP Server, LiteSpeed, OpenLiteSpeed, Microsoft IIS, HTTP/HTTPS, virtual hosts, website troubleshooting, web server configuration, HTTP status codes, 4xx/5xx errors, SSL/TLS certificates, HTTPS redirection, and web service availability.

Network and Firewall Management

• IP, UDP, DNS, DHCP, ports and protocols, routing, NAT, connectivity troubleshooting, packet analysis, CSF, ConfigServer Security & Firewall, Windows Defender Firewall, firewall rules, port forwarding, and network security.

DNS and Domain Management

• DNS zone management, authoritative DNS, nameserver configuration, A, AAAA, CNAME, MX, TXT, PTR and SRV records, SPF, DKIM, DMARC, reverse DNS, DNS propagation, DNS resolution, dig, nslookup, and domain connectivity troubleshooting.

Mail Servers and Email Platforms

• Exim, MailEnable, Microsoft 365, Office 365, Rackspace Email, SMTP, IMAP, POP3, mail queues, mail routing, email authentication, SMTP relay, email delivery failures, bounce analysis, spam troubleshooting, mail logs, and email client connectivity.

Database Administration

• MariaDB, MySQL, PostgreSQL, PGSQL, Microsoft SQL Server, MSSQL, database connectivity, SQL queries, database service troubleshooting, performance analysis, backup and restore, and database availability.

Virtualization and Hosting Control Panels

• Virtuozzo, virtualization, container management, virtual server provisioning, resource allocation, cPanel, WHM, Plesk, hosting account management, service monitoring, and hosting infrastructure troubleshooting.

FTP and File Transfer

• ProFTPD, Pure-FTPd, SFTP, vsftpd, FTP/FTPS, SSH, file permissions, authentication failures, secure file transfer, and connectivity troubleshooting.

Email Security and Deliverability

• MailChannels, SMTP relay, outbound email filtering, spam prevention, email reputation, blacklisting and delisting, SPF, DKIM, DMARC, email authentication, mail flow troubleshooting, and email deliverability.

VoIP, SIP and PBX Administration

• FreePBX, Asterisk, VoIP, IP telephony, PBX administration, SIP (Session Initiation Protocol), RTP (Real-time Transport Protocol), SIP trunk configuration, SIP extensions, inbound and outbound call routing, IVR, Interactive Voice Response, ring groups, call queues, voicemail, call forwarding, time conditions, DID/DDI configuration, caller ID, NAT traversal, firewall port configuration, SIP registration, one-way audio, call drops, codec compatibility, and call quality troubleshooting.
• Familiarity with Asterisk CLI, SIP debugging, Linux service logs, tcpdump, and Wireshark for SIP/RTP packet analysis will be an advantage.

ITSM, Endpoint Security and Infrastructure Security

• ITSM, incident management, service request management, escalation management, SLA management, root cause analysis (RCA), problem management, change management, Endpoint Protection Platform (EPP), Endpoint Detection and Response (EDR), Zero Trust security, HIPS, Data Loss Prevention (DLP), Secure Internet Gateway (SIG), web filtering, email security, endpoint compliance, and security incident troubleshooting.
• Experience with the organization's specific ITSM/ERD processes and security toolsets is desirable.

Monitoring, Backup, Migration and Troubleshooting

• Server monitoring, log analysis, resource utilization, performance tuning, service availability, website downtime investigation, SSL certificate troubleshooting, backup and restore, server migration, disaster recovery, root cause analysis, preventive maintenance, vulnerability remediation, and incident documentation.

VPN Administration and Troubleshooting

• Configure, administer, monitor, and troubleshoot Pritunl VPN services, including VPN server and client configuration, user authentication, VPN connectivity issues, certificate management, routing, DNS resolution, access permissions, and firewall-related connectivity problems. Investigate connection failures, authentication errors, tunnel establishment issues, and client-to-network connectivity problems while ensuring secure remote access.

3. Additional Skills and Preferred Qualifications

• WHMCS, ticketing systems, ITSM platforms, incident tracking, customer support, and technical documentation.
• AWS cloud fundamentals, cloud infrastructure, EC2, security groups, and basic cloud troubleshooting.
• Red Hat Enterprise Linux (RHEL) administration and certifications such as RHCSA or RHCE.
• Experience in managed hosting, web hosting providers, data centres, infrastructure operations, and customer-facing technical support.
• Familiarity with monitoring, security, and troubleshooting tools.
• Relevant Linux, networking, cloud, virtualization, or security certifications.

4. Communication and Professional Skills

• Excellent verbal and written English communication skills.
• Ability to communicate technical issues, troubleshooting steps, root causes, and resolutions clearly to customers.
• Strong ownership of incidents and customer escalations.
• Excellent analytical, diagnostic, and problem-solving abilities.
• Ability to prioritize multiple tickets, manage workload effectively, and meet SLA commitments.
• Strong documentation, teamwork, coordination, and customer service skills.
• Ability to work independently and collaboratively with L1, L3, infrastructure, networking, security, and development teams.

5. Work Requirements

• Willingness to work rotational shifts, weekends, public holidays, and on-call schedules as required.
• Availability to support scheduled maintenance, server migrations, and critical incident resolution.
• Commitment to service quality, information security, customer satisfaction, and continuous technical improvement.