IT Support / Technical Support

Key Responsibilities:

1. Customer Technical Support

• Provide first-line technical support to hosting customers via ticketing system, live chat, and email.
• Troubleshoot and resolve issues related to web hosting, domains, DNS, SSL, and website accessibility.
• Assist customers in managing their cPanel/WHM accounts, email configurations, and website deployments.
• Guide users through FTP setup, database connections, and CMS installations (e.g., WordPress , PHP).
• Handle website migration requests and ensure minimal downtime for clients.

2. Server and Hosting Management

• Configure and troubleshoot email-related issues (SMTP, POP3, IMAP).
• Assist customers with DNS record management, including A, MX, CNAME, SPF, DKIM, and DMARC records.
• Ensure proper configuration for domain pointing, redirections, and subdomains.
• Assist customers with SSL certificate installations and renewals (AutoSSL, Let’s Encrypt, etc.).
• Educate users on basic web security practices, malware prevention, and backup management.

5. Documentation and Knowledge Base

• Maintain accurate records of customer interactions, issues, and resolutions within the ticketing system.
• Create and update internal knowledge base articles and customer FAQs for recurring technical issues.
• Contribute to process improvement by documenting new procedures and best practices.

6. Customer Experience and Communication

• Ensure timely and professional responses to all customer queries.
• Communicate technical solutions in a clear and user-friendly manner.
• Follow up with customers to confirm issue resolution and satisfaction.

Requirements:

• Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• 1–3 years of experience in IT or technical support, preferably in a web hosting environment.
• Strong knowledge of cPanel, WHM, DNS, and Linux-based hosting platforms.
• Familiarity with website migration, email troubleshooting, and domain management.
• Understanding of networking concepts (TCP/IP, FTP, SMTP, etc.) and security protocols (SSL, DNSSEC, etc.).
• Excellent problem-solving and communication skills.
• Ability to multitask and work effectively in a fast-paced environment.

Job Type: Full-time

Pay: From Rs45,000.00 per month

Work Location: In person