Systems & Escalation Engineer/ 1 hour ago
Quick Summary
Company Overview
GURU, Catalyst2, and UKDedicated are managed hosting specialists, providing exceptional dedicated and cloud services to power thriving online businesses. We partner with agencies, SMBs, and industry-leading organizations through our customer-focused UK brands.
As part of team.blue, a major group of hosting-related companies dedicated to supporting entrepreneurs' online presence and success, the combined entity forms a new powerhouse in the tech sector. We now serve millions of customers across 16 countries, supported by over 3,000 employees throughout Europe.
Are you ready to share your passion for technology and join our UK team?
Come as you are.
Everyone is welcome here. Diversity & Inclusion are fundamental to our values. Beyond technical competence, we prioritize respect, openness, and trusted collaboration. Intolerance is not tolerated.
Sustainability
At team.blue, our commitment to environmental care and mutual support is central to all our operations. Our latest impact report highlights our ongoing ESG efforts and ambitious sustainability goals. Interested in learning more about our dedication to making a positive impact? Check it out here.
Why Choose Our Organization?
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
What We Do
We simplify online success for our customers by:
- Providing 5-star rated hosting services
- Ensuring our products remain accessible and industry-leading
- Offering a diverse range of products to facilitate customer growth
- Being customer-obsessed, delivering exceptional multi-channel support
Our Values
The five core characteristics that drive our behaviors and define our business culture are:
- We put our customers at the heart of everything we do
- We’re stronger together and we trust each other to do the right thing
- We tell it like it is, and keep doors and minds open
- We treat each other with respect and regard
- We’re always thinking ’what’s next?’
Job Description
We are seeking a skilled Systems and Escalations Engineer to join our UK technical team, supporting group brands including Catalyst2, GURU Cloud, and UKDedicated. This role is ideal for someone passionate about technology and experienced in hosting environments.
This is a dynamic and hands-on technical position, involving escalated internal and customer support issues, provisioning new services, system management, and mentoring other support team members.
This role offers flexibility, with options for completely remote work (UK-based only) or a hybrid model from our Worcester, Reading, or Hemel Hempstead offices.
Key Responsibilities
- Provide escalated, in-depth technical support to customers via email/ticketing, live chat, and telephone.
- Support internal teams with technical escalations and liaise with vendors.
- Deploy new customer services efficiently.
- Perform system administration, ongoing management, and upgrades.
Required Skills & Experience
- Multi-year strong hosting experience, specifically with cPanel, WHM, Plesk, and Windows Server.
- Excellent technical knowledge of WordPress and other CMS/Ecommerce web applications.
- Thorough understanding of key internet protocols and technologies.
- Ability to demonstrate and apply a process-driven and security-focused mindset.
- Understanding of programming languages such as PHP, Python, and shell scripting.
- Strong troubleshooting skills.
- Knowledge of computer hardware diagnostics (Dell servers experience is an advantage).
Key Competencies
- Excellent spoken and written English communication skills.
- Customer service-driven with a desire to assist others, supported by commercial awareness.
- An inquisitive and positive mindset with strong motivation and ability to problem-solve under pressure.
- Ownership in delivering solutions and resolving multiple issues at pace.
- Adaptable, flexible, and quick thinker with keen attention to detail.
- Strong organizational skills, capable of managing workloads and schedules effectively.
Advantageous Skills
- Experience with Saltstack, Ansible, or other configuration management/orchestration tools.
- Proficiency in Windows IIS, Magento, VLANs/networking, and Firewalls.
- Coding experience in any language, with PHP or Python preferred.
- Technical qualifications and/or degree-level education.
Working Hours
Our operations run 24x7. This is a shift-based role, requiring alternating weekly shifts of 7:30 AM - 3:30 PM and 2:30 PM - 10:30 PM, Monday through Friday. Participation in a paid on-call rota is also required.
Training
You will receive comprehensive training and support.
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.