System & Escalation Engineer

Overview

As a Systems and Escalations Engineer, you will provide advanced 3rd line support for hosting customers and internal teams. You will deploy new services, manage systems, and mentor other staff in a fast-paced, customer-focused environment. You will collaborate with vendors and take ownership of complex escalations to ensure service reliability. The role blends hands-on system administration with escalation handling to support growth across Catalyst2, GURU Cloud and UKDedicated. This remote-friendly and training-supported position offers exposure to a broad hosting stack within a supportive, performance-driven culture.

Pay / Benefits

• enhanced holiday scheme
• birthday bonus

Responsibilities

• Provide escalated 3rd line support to customers primarily via email/ticketing, with phone as needed
• Assist internal 1st & 2nd line teams with technical escalations
• Deploy new customer services
• System administration, ongoing management and upgrades, liaising with vendors

Key requirements

• Minimum 2 years hosting experience with cPanel/WHM and Linux CLI
• Strong WordPress and CMS/Ecommerce knowledge
• Understanding of internet protocols and security-minded, process-driven mindset
• Excellent troubleshooting skills
• Technical qualifications and/or degree-level education

• excellent spoken and written English communication
• customer service orientation with commercial awareness
• inquisitive, positive mindset and problem-solving under pressure
• cPanel
• WHM
• Plesk (advantageous)

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