System Admin Support Specialist

Web.com Canada, Inc.; Madhya Pradesh; On-site; INR 391,000 - 614,000; Full time

Benefits offered by this job

Health Insurance options

Education/ Certification Sponsorships

Flexi-leaves

Free domain and WordPress blog as we+s

Job summary

Network Solutions is seeking a hands-on hosting support professional in India to provide L1/L2 assistance for hosting products (cpanel/plesk/vps/cloud/dedicated). You will investigate escalated cases, implement fixes, and develop automation to speed up resolutions.

The role requires 2 years in a similar hosting-focused position, strong English, and ownership mindset. Join a team that values proactive problem-solving and customer success, with flexible work environments and ongoing learning

Qualifications

• Proficient in English, both written and spoken.
• Strong communication and customer-focused mindset.
• 2 years of experience in a similar role, preferably hosting.
• In-depth knowledge of cPanel, WHM, Email, FTP, SSH, Linux, WordPress and Magento, with CLI experience.

Responsibilities

• Participate in 24x7 shifts.
• Investigate escalated technical cases with analysis and planning.
• Refine and establish policies for the support team.
• Implement fixes or upgrades across the tech stack.
• Resolve issues from monitoring systems and prevent recurrence.
• Own L1/L2 hosting product support (cpanel/plesk/vps/cloud/dedicated).
• Develop tools and scripts to help support resolve issues faster.
• Liaise with engineering for RCA and permanent resolutions.
• Handle incident response, troubleshooting and escalations.
• Ensure SLAs and operational standards are met.

Skills

English proficiency

Communication skills

Ownership

Willingness to learn

Customer focus

Tools

cPanel

WHM

Email

FTP

SSH

Linux

WordPress

Magento

Job description

Who We Are

At Network Solutions, we've been trusted for decades to help people get online and stay ahead. We've been here since the beginning of the internet, and we're still building for what comes next.

As the original digital identity authority, we help secure domain names, protect brands, and safeguard the infrastructure businesses rely on. We empower our customers to own and manage the assets that define them online, while delivering enterprise-grade security to protect against virtual threats. Our team leverages modern, AI-accelerated tools to streamline how businesses manage their digital presence, making the most of our decades of experience.

The Network Solutions team is here to help online businesses protect what's theirs and build for tomorrow. That's why millions trust us to protect their domains, brands, and websites every day.

What you'll do & how you'll make your mark.

• Participate in 24x7 shifts.
• Investigate escalated technical cases, providing technical analysis and planning assistance as required.
• Refine and establish policies and procedures for the customer support team to follow.
• Implement fixes or upgrades across our technological stack.
• Resolve issues flagged by our monitoring and alerting systems, taking steps to prevent recurrence.
• L1/L2 Support ownership of all hosting products (cpanel/plesk/vps/cloud/dedicated).
• Develop tools and scripts that: 1) Enable customer support teams to resolve issues independently and swiftly. 2) Automate repetitive tasks and preemptively resolve customer issues.
• Offer technical expertise across departments to assist where required.
• Manage and configure virtual and dedicated servers.
• Handle incident response, troubleshooting and fix for various products/services.
• Handle escalations as per policies/procedures.
• Get different internal/external groups together to resolve production site issues effectively.
• Communicate clearly on tickets, phone calls made to the team about various issues.
• Ensure SLA's and Operational standards are met.
• Raise tickets to different internal groups to resolve recurrent problems, alerts and follow up on escalated issues.
• Liaison with engineering teams for RCA's, permanent resolutions on issues affecting production sites.
• Contribute to Operations handbook.

Who you are & what you'll need to succeed.

• Proficient in English, both written and spoken.
• Possess strong communication skills and a strong customer-focused mindset.
• Bring 2 years of experience in a similar role, preferably in the hosting industry.
• Have in-depth knowledge of cPanel, WHM, Email, FTP, SSH, Linux, WordPress and Magento, including command-line operations.
• Predisposed to action - you just start doing and exhibit a strong sense of ownership.
• Open and honest with yourself. You're transparent, you give and take feedback, communicate clearly, and keep your promises.
• Enthusiastic about helping others and believe that success only comes when we work together.
• A lifelong learner, never satisfied by what you know and always eager to learn more and get involved.

Why you'll love us.

We've evolved; we provide three work environment scenarios. You can feel like a Newfolder in a work from-home, hybrid, or work-from-the-office environment.

Work-life balance. Our work is thrilling and meaningful, but we know balance is key to living well.

We celebrate one another's differences . We're proud of our culture of diversity and inclusion. We foster a culture of belonging. Our company and customers benefit when employees bring their authentic selves to work. We have programs that bring us together on important issues and provide learning and development opportunities for all employees. We have 20 + affinity groups where you can network and connect with Newfolders globally.

We care about you. At Newfold, taking care of our employees is our top priority. we make sure that cutting edge benefits are in place to for you. Some of the benefits you will have:

• Health Insurance options
• Education/ Certification Sponsorships
• Flexi-leaves
• Free domain and WordPress blog as we sponsor the domain registration costs.

Building a community one domain at a time, one employee at a time.

Where can we take you? We're fans of helping our employees learn different aspects of the business, be challenged with new tasks, be mentored, and grow their careers. Unfold new possibilities with #teamnewfold!