Systems and Escalations Engineer/ 2 days ago
Quick Summary
Company overview
GURU, Catalyst2, and UKDedicated are managed hosting specialists. We deliver exceptional dedicated and cloud services to power thriving online businesses. Our strong customer-focused UK brands partner with agencies, SMBs, and industry-leading organizations.
We are proud to be part of team.blue, an extensive ecosystem comprising over 60 successful PaaS and SaaS brands. Collaborating across 22 European countries, we provide 3.5 million SMB customers with best-in-class expertise and services, ensuring their online success.
Are you ready to share your passion for technology and join our UK team?
What we do
We simplify online success for our customers by:
- Providing 5-star rated hosting services.
- Maintaining accessible and industry-leading products.
- Offering a diverse range of products to support customer growth.
- Delivering multi-channel exceptional support with a customer-obsessed approach.
Job description
We are seeking a skilled Systems and Escalations Engineer to join our UK technical team. This role supports our group brands, including Catalyst2, GURU Cloud, and UKDedicated. We are looking for someone with a strong passion for technology and proven experience in hosting environments.
This is a fast-paced, varied, and hands-on technical position. Responsibilities include managing escalated internal and customer support issues, provisioning new services, system administration, and mentoring other support team members.
Location: This role offers complete remote work (UK-based only) or a hybrid option from our offices in Worcester, Reading, or Hemel Hempstead.
Training: Comprehensive training and support will be provided.
Key responsibilities
- Provide escalated, in-depth 3rd line support to customers, primarily via email/ticketing, and to a lesser extent, phone.
- Support internal 1st and 2nd line support teams with technical escalations.
- Deploy new customer services efficiently.
- Perform system administration, ongoing management, and upgrades, including liaison with vendors.
Required skills & experience
- Minimum of 2 years of strong hosting experience, specifically with cPanel and WHM.
- Hands-on experience administering and troubleshooting underlying Linux servers via the command line (CLI), beyond just the cPanel/WHM interface.
- Plesk experience is a plus.
- Excellent technical knowledge of WordPress and other CMS/Ecommerce web applications.
- Solid understanding of key internet protocols and technologies.
- Ability to demonstrate and apply a process-driven and security-focused mindset.
- Strong troubleshooting skills.
The following would be advantageous
- Experience with Saltstack, Ansible, or other configuration management/orchestration tools.
- Proficiency in Windows Server, IIS, MySQL, Magento, VLANs/networking, and Firewalls.
- Understanding of programming languages such as PHP, Python, and shell scripting.
- Technical qualifications and/or degree-level education.
Key Competencies
- Excellent spoken and written English communication skills.
- Customer service-driven with a desire to assist others, complemented by commercial awareness.
- An inquisitive and positive mindset, strong motivation, and the ability to problem-solve under pressure.
- Ownership in delivering solutions and resolving multiple issues at pace.
- Adaptable, flexible, and quick-thinking with keen attention to detail.
- Strong organizational skills, capable of managing workloads and schedules effectively.
Working hours
Our operations run 24x7. This is a shift-based role, requiring alternating weekly shifts of 7:30 AM-4:00 PM and 2:00 PM-10:30 PM, Monday through Friday. Participation in a paid on-call rota is also required.
Why choose our organisation?
We empower every team member to achieve more than they thought possible, enabling us to continuously support our customers' success. We foster this through:
- A diverse and inclusive culture.
- A relaxed, collaborative atmosphere.
- Motivational, coach-style leadership.
- Employee perks, including an enhanced holiday scheme and a birthday bonus.
Sustainability
At team.blue, our commitment to environmental care and mutual support is central to our operations. Our latest impact report highlights our ongoing ESG efforts and ambitious sustainability goals. To learn more about our dedication to making a positive impact, please check it out here.
Right to work
Please be prepared to provide proof of eligibility to work in the UK at any stage. Unfortunately, we are unable to support relocation packages or sponsorship visas.