Customer Assistant - Support Engineer

Key Responsibilities

• Be the first line of support — respond to tickets and calls promptly, with professionalism and empathy.
• Keep an eye on our systems — monitor hosting environments via PRTG and fix issues before they escalate.
• Guard our servers — apply updates and patches to keep everything secure and stable.
• Solve problems fast — provide technical support with a focus on quick, effective resolutions.
• Know when to escalate — triage tickets and pass them to UK‑based agents when needed.
• Master the tools — work with cPanel and Plesk, using CLI to troubleshoot like a pro.
• Administer systems — manage Windows and Linux environments for peak performance and security.
• Show your expertise — bring in‑depth knowledge of cPanel and Plesk to the table.
• Delight our customers — deliver exceptional service and communication that builds trust.
• Support email systems — understand protocols like SMTP, IMAP, POP3 inside out.
• Communicate clearly — ensure every interaction with customers and teammates is professional and effective.
• Improve processes — help refine workflows to boost efficiency across the support team.
• Document smartly — assist with technical documentation for both customers and internal teams.
• Optimize hosting — provision, configure, and fine‑tune environments with caching layers (Varnish, Redis, CDN, OPCache).
• Tackle Linux challenges — diagnose and resolve server, hosting, and application issues across LAMP/LEMP stacks.
• Be adaptable — take on any other tasks as reasonably requested.

Knowledge, Skills and Experience

When you step into this role, here’s what we’ll be looking for — and what will make you thrive:

• Ability to debug full‑stack issues in live production environments — from applications and databases to operating systems and networks.
• Strong Linux administration skills (Ubuntu, CentOS, Alma Linux or similar) to keep systems running smoothly.
• A solid grasp of hosting environments, virtualization, and containerized platforms.
• Hands‑on experience with cPanel and Plesk — you’ll be expected to know them inside out.
• Proven track record in systems monitoring and troubleshooting, seeing issues through to resolution.
• Deep knowledge of email technologies and domain name administration.
• Strong working knowledge of Microsoft 365 applications and email systems.
• Comfort with PHP‑based applications — understanding structure, configuration, and troubleshooting.
• Experience managing web servers and related technologies: Apache, Nginx, PHP‑FPM, MySQL, MariaDB.
• Understanding of DNS, load balancing, SSL, and firewall configuration.
• Awareness of PCI compliance, DDoS mitigation, firewalls, and intrusion prevention.
• Familiarity with performance tuning tools such as Varnish, Redis, and CDN services.
• Excellent analytical and diagnostic skills, with a methodical approach to problem‑solving.
• Strong written and verbal communication skills — clarity is key.
• Ability to explain complex technical issues in simple terms to non‑technical users.
• A genuine commitment to customer service and care, ensuring every interaction adds value.

Compensation + Atech India Benefits

• 24 days leave plus 8 festival holidays

• Food Provided • Provident Fund

• Exam fee and training funding

• Healthcare Scheme.

• Maternity & paternity leave

• Employee Assistance Programme

• Employee Awards - 5, 10, and 15-year service awards

• Employee Referral Scheme

• Individual Training & Development Plans.

Atech part of the Iomart Group is a highly accredited Microsoft Partner who delivers transformed technology with managed services. Our team of certified Microsoft experts align with your team to deliver an excellent service tailored to your individual needs, 24/7/365.

Our services support 25,000 users globally and proactively monitor 45,000+ devices in key areas:

• Azure infrastructure managed service
• Modern Workplace: Office 365, Microsoft 365, and Azure Virtual Desktop
• Managed Security and SOC with Microsoft Defender, Sentinel

Please click apply if you like the sound of this. If you do not have an up to date CV or want to have a chat about the role first please feel free to contact me on careers@iomart.com

We’re an equal opportunities employer and want our vacancies to be available to all, so if you need us to make any reasonable adjustments during the process then just let us know.