What you'll be doing:

Key Responsibilities:

• Investigate and resolve complex issues as a point of technical escalation.

• Mentor and develop team members across all support levels to build technical capability and promote knowledge sharing.

• Use established processes to identify and implement appropriate solutions across a range of technologies.

• Perform scheduled and ad-hoc technical maintenance across supported platforms and systems.

• Monitor, manage, and prioritise tickets within the support queue, ensuring timely and effective resolution.

• Document and maintain internal knowledge base articles and process documentation to support team development and consistency.

• Accurately complete all required administrative tasks, ensuring systems and records are updated in a timely manner.

• Collaborate with team leaders and supervisors to identify process improvements and share insights that could enhance service quality or efficiency.

• Recognise and communicate potential sales opportunities (e.g. product upgrades or add-ons) to the appropriate teams.





• Undertake other reasonable duties as required to support the overall objectives of the team and department.

• Take part in on-call rota when required.

We want to hear from you if you:

Knowledge & Skills:

• Proven expertise with E-Mail Deliverability and systems configuration.

• Proven Administration and fault resolution of Hosting Control Panels. Plesk, cPanel.

• Demonstratable knowledge of Linux Operating Systems. RHEL Compatible, Debian.

• Knowledge of Web Hosting environments on the Windows Server Operating System (IIS,MSSQL).

• Working Knowledge of MySQL/MariaDB/Percona database administration, server configuration, and clustering,

• Working Knowledge of MSSQL database administration, server configuration, and clustering,

• In Depth Knowledge of application hosting technologies, WordPress, Magento etc.

• Proven Customer service skills

• Ability to diagnose system faults with minimal assista

📌 Senior Escalation Engineer (Ahmedabad)
🏢 iomart
📍 Ahmedabad