Overview
As a Technical Support Engineer at Newfold Digital, you will play a crucial role in ensuring the smooth operation of our hosting products and services. You will be involved in investigating technical cases, refining support team policies, implementing fixes and upgrades, and offering technical expertise across departments. Your proactive approach and strong communication skills will be key in resolving issues effectively and collaborating with internal and external groups to maintain operational standards. Here's how you can make your mark:
- Participate in 24x7 shifts.
- Investigate escalated technical cases, providing analysis and planning assistance.
- Refine and establish policies and procedures for the customer support team.
- Implement fixes or upgrades across our technological stack.
- Resolve issues flagged by monitoring systems and prevent recurrence.
- Own L1/L2 Support for hosting products.
- Develop tools and scripts to enable swift issue resolution and automate tasks.
- Offer technical expertise and assistance across departments.
- Manage and configure virtual and dedicated servers.
- Handle incident response, troubleshooting, and fixes.
- Communicate clearly on tickets and calls regarding various issues.
- Ensure SLA's and operational standards are met.
- Raise tickets to different internal groups and follow up on escalated issues.
- Liaison with engineering teams for RCA's and permanent issue resolutions.
- Contribute to the Operations handbook.
To succeed in this role, you will need to:
- Be proficient in English, both written and spoken.
- Possess strong communication skills and a customer-focused mindset.
- Have 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.
- Exhibit a proactive attitude and a strong sense of ownership.
- Be open, honest, and transparent in your communication.
- Be enthusiastic about helping others and working collaboratively.
- Be a lifelong learner and eager to expand your knowledge and skills.
At Newfold Digital, we provide a dynamic work environment that values work-life balance and celebrates diversity and inclusion. We offer cutting-edge benefits, including health insurance options, education/certification sponsorships, flexi-leaves, and more. As part of our community, you will have access to networking opportunities, affinity groups, and personal development programs. We are committed to supporting our employees' growth and career advancement.
Join #teamnewfold and unfold new possibilities with us! As a Technical Support Engineer at Newfold Digital, you will play a crucial role in ensuring the smooth operation of our hosting products and services. You will be involved in investigating technical cases, refining support team policies, implementing fixes and upgrades, and offering technical expertise across departments. Your proactive approach and strong communication skills will be key in resolving issues effectively and collaborating with internal and external groups to maintain operational standards. Here's how you can make your mark:
- Participate in 24x7 shifts.
- Investigate escalated technical cases, providing analysis and planning assistance.
- Refine and establish policies and procedures for the customer support team.
- Implement fixes or upgrades across our technological stack.
- Resolve issues flagged by monitoring systems and prevent recurrence.
- Own L1/L2 Support for hosting products.
- Develop tools and scripts to enable swift issue resolution and automate tasks.
- Offer technical expertise and assistance across departments.
- Manage and configure virtual and dedicated servers.
- Handle incident response, troubleshooting, and fixes.
- Communicate clearly on tickets and calls regarding various issues.
- Ensure SLA's and operational standards are met.
- Raise tickets to different internal groups and follow up on escalated issues.
- Liaison with engineering teams for RCA's and permanent issue resolutions.
- Contribute to the Operations handbook.
To succeed in this role, you will need to:
- Be proficient in English, both written and spoken.
- Possess strong communication skills and a customer-focused mindset.
- Have 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.
- Exhibit a proactive attitude and a strong sense of ownership.
- Be open, honest, and transparent in your communication.
- Be enthusiastic about helping others and working collaboratively.
- Be a lifelong learner and eager to expand your knowledge and skills.
At Newfold Digital, we provide a dynamic work environment that values work-life balance and celebrates diversity and inclusion. We offer cutting-edge benefits, including health insurance options, education/certification sponsorships, flexi-leaves, and more. As part of our community, you will have ac
