Operator Contact Centre Customer Service (Server)

Ionos; Gloucester; Remote; GBP 24,000 - 30,000; Full time

Benefits offered by this job

27 days leave

Pension scheme

Private healthcare

Life assurance

Cycle scheme

Free parking

Discounts

Social events

Assistance programmes

Unlimited commissions

Job summary

1&1 IONOS SE in Gloucester offers a hands-on Server Support trainee role with a structured three-month training path from internet basics to server administration. You’ll learn by doing, gain practical experience, and build confidence in supporting customers with hosting solutions.

The role emphasizes problem solving, clear communication and a customer-centric approach, with salary starting at £27,000 per year plus unlimited commission potential and a comprehensive benefits package.

Qualifications

• Genuine interest in technology and servers.
• Logical, investigative approach to problem solving.
• Clear, friendly communication with customers.
• Ownership mindset and ability to stay calm under pressure.
• Willingness to assist with billing and product guidance.

Responsibilities

• Provide first-line support to customers via phone, email, and chat.
• Troubleshoot server and hosting issues and guide customers to resolutions.
• Assist with installations, configurations, and maintenance under supervision.
• Identify opportunities to upsell or upgrade services based on customer needs.
• Explain technical concepts in accessible terms to build customer confidence.

Skills

Customer service mindset

Curious learner

Strong communication

Problem solving

Tools

Windows Server

Linux Server

DNS basics

Job description

Tasks

Are you the person who wants to know how technology actually works? Maybe you’ve built a PC, experimented with Linux, hosted a game server or set up a website. Or perhaps you’re simply fascinated by what keeps the internet running.

No professional IT experience? No problem. You’ll begin with an intensive three month training programme that starts with how the internet works and builds all the way up to server administration. Bring your curiosity, your problem solving mindset and your enthusiasm for helping people.

The opportunity

At IONOS, we help people and businesses make the most of web hosting and cloud technology. In our Server Support team, you’ll be a first point of contact for customers using our server products, helping them with technical questions, account and billing enquiries, and choosing services that suit their needs.

This is a hands on, customer facing support role, mainly through phone, email and live chat. You’ll build practical knowledge of server environments while developing the troubleshooting, communication and commercial skills used across the tech industry.

What you’ll be doing

• Solve real problems. Investigate and troubleshoot server and hosting issues, working towards the right resolution and involving specialist teams when needed.
• Support customers end to end. Handle technical, account and billing questions by phone, email and live chat; take ownership and keep customers updated.
• Get closer to the technology. Work with Windows and/or Linux server environments and support installations, configuration or maintenance activities within the team’s remit.
• Make useful recommendations. Identify when a different plan, product or upgrade could genuinely help a customer and explain the value clearly, with the customer’s needs at the centre of the conversation.
• Make the complex simple. Explain technical issues in everyday language and help customers build confidence using their services.
• Keep improving. Record cases accurately, notice recurring issues, share learning and stay curious about new hosting technologies and products.

Your first three months: from internet basics to server administration

Every new starter completes an intensive three month training course. We start with the fundamentals of how the internet works and build your technical knowledge step by step, all the way through to server administration.

It’s a structured introduction to the world of servers and hosting, so we’re far more interested in your potential and motivation to learn than a long list of existing IT qualifications.

Who we’re looking for

We value enthusiasm and potential as much as experience. Whether you’re self taught, fresh from education, changing careers or already working with customers, we’d like to hear from you.

What matters most

• A genuine interest in technology, particularly servers, operating systems, networks or web hosting—and the motivation to keep learning.
• A logical, investigative approach: you enjoy asking questions, testing ideas and getting to the root of problems.
• Clear, friendly communication and the patience to support customers with different levels of technical knowledge.
• A sense of ownership, attention to detail and the ability to stay calm when something goes wrong.
• A willingness to help with billing and account queries and to recommend suitable products when they meet a customer’s needs.
• Comfort working in a busy, customer facing team and within the agreed shift pattern.

A bonus, not a barrier

• Personal tech projects—such as building a PC, running a home lab, hosting a website, experimenting with Linux or running a game server.
• Familiarity with Windows or Linux, virtual servers, networking, DNS or common web hosting concepts.
• Previous customer service, contact centre, help desk, technical support or consultative sales experience.
• IT study, training or certifications. We’re interested in what you’ve learned, however you learned it.

How success is measured

We look at the customer experience as well as results: customer satisfaction, the quality and accuracy of interactions, effective resolution and case ownership, efficient handling of enquiries and appropriate sales following support.

The important bit

This is not a behind the scenes server administration role. You’ll be supporting customers every day and that includes technical troubleshooting, billing and commercial conversations. If you enjoy both technology and helping people, it could be a great place to start.

THE PERKS

Apart from a vibrant and supportive work environment, we offer a comprehensive benefits package to support your well-being and work-life balance. We also value personal and professional growth, offering tailored development plans for your career advancement

Benefits include:

• Earn a £27,000 basic salary plus UNLIMITED sales commission potential
• 27 days annual leave + bank holidays
• Contributory pension scheme
• Private healthcare and Life assurance
• Employee assistance programmes
• Cycle scheme
• Free Parking
• Refreshments in break rooms and discounts at selected local restaurants
• Social events

With our diverse product portfolio and the benefits of being part of the wider IONOS Group, the development opportunities are endless!

IONOS are a equal opportunities employers, committed to fair treatment for all, and value diversity in our workplace. We do not condone discrimination in any shape or form. With us, your individuality is welcomed and celebrated.