Customer Assistance Support Engineer L1/L2

Role: Customer Assistance | Support Engineer

1st Line Support Hosting UK

Key Responsibilities

• Respond to customer enquiries and provide timely solutions via chat, email, and ticketing systems.
• Diagnose and troubleshoot issues related to hosting & email platforms, servers, and applications.
• Manage and support Plesk and/or cPanel hosting environments.
• Work across both Windows and Linux operating systems to resolve technical issues.
• Escalate unresolved technical matters to the Escalation technical team when necessary.
• Deliver a customer-focused experience, ensuring satisfaction with every interaction.

Essential Skills & Qualifications

1. Excellent Written Communication Skills

• Ability to explain technical concepts clearly and concisely to both technical and non-technical clients.

2. Customer Service Expertise

• Proven experience in handling customer service queries with professionalism and empathy.
• Strong problem-solving and active listening skills.

3. Plesk and/or cPanel Expertise

• Hands-on experience or certifications in Plesk and/or cPanel systems.

4. Windows and Linux Knowledge

• Familiarity with server environments and troubleshooting on both operating systems.

5. Understanding of Email & Microsoft 365 standard packages e.g. Business Standard.

• Knowledge of email protocols and how Microsoft 365 operates within hosting environments.

6. Understanding of Web Hosting Basics

• Awareness of fundamental web hosting principles and how they apply to customer support.

Preferred Qualifications (Not Essential)

• Previous experience in a technical support or hosting role.
• Basic understanding of networking, DNS, and SSL certificates.
• Ability to multitask and work efficiently in a fast-paced environment.
• Experience with live chat or similar support platforms.

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Role: Customer Assistance | Support Escalations

About the Role

We are looking for a 2nd Line Support Engineer with a strong technical background, excellent communication skills, and the ability to mentor and train others. This is an excellent opportunity for someone passionate about technology and customer service, who has the experience and confidence to support and guide a growing team.

Key Responsibilities

• Provide 2nd line escalated technical support, focusing on resolving escalated issues efficiently.
• Triage support tickets and escalate them to UK-based agents when necessary.
• Work with cPanel and/or Plesk, using the command-line interface (CLI) to troubleshoot and resolve issues.
• Administer Windows and Linux systems, ensuring their security, stability, and optimal performance.
• Train and mentor 1st line support engineers, helping them develop their technical skills.
• Deliver outstanding customer service, ensuring clear, professional, and effective communication.
• Support email systems, with a strong understanding of email protocols such as SMTP, IMAP, and POP3.
• Maintain and improve processes to enhance efficiency within the support team.

What We're Looking For

Experience & Technical Skills

We are seeking someone with:

• At least two years' experience working with cPanel or Plesk.
• Proficiency in using the command-line interface (CLI) for troubleshooting and system management.
• Relevant cPanel or Plesk certifications (or equivalent qualifications).
• Experience in administering Windows and Linux operating systems.
• Knowledge of Microsoft 365 and email systems.
• Familiarity with Excel for reporting.
• Comfort in handling live chat support.
• Experience with web hosting services.

Customer Service Skills

• Strong written and verbal communication skills in English.
• The ability to build trust and rapport with customers and colleagues.
• A solid understanding of customer service best practices.

Leadership & Mentoring

• Experience in supervising or mentoring team members.
• A proactive and approachable attitude towards supporting and training others.

Personal Attributes

• Able to stay calm under pressure and manage multiple tasks with professionalism.
• A collaborative mindset with a passion for technology and problem-solving.