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Level 1 Web Hosting Support Engineer

Industry Other
Category Other
Location Kathmandu, Nepal
Expiry date Aug 13, 2025 (2 days left)

Job Description

We are seeking a dedicated and customer-oriented individual to join our team as a Level 1 Web Hosting Support Specialist. In this role, you will be the first point of contact for customers seeking help with hosting-related issues. You will handle support tickets, resolve basic technical issues, and escalate complex problems to higher-level support when necessary.

Key Responsibilities:

Respond to customer queries via ticketing system, email, live chat, or phone.
Assist customers with cPanel, WHM, domain/DNS configuration, email setup, and basic website hosting problems.
Perform initial troubleshooting of shared hosting, VPS, and email-related issues.
Guide users on using control panel tools and knowledge base resources.
Monitor hosting services for downtime and report abnormalities.
Escalate unresolved or critical issues to Level 2/3 support or system administrators.
Maintain accurate ticket records, status updates, and resolution summaries.
Educate customers on best practices and provide self-help solutions where applicable.
Collaborate with team members to ensure timely and effective support delivery.

Requirements:

Basic understanding of domain and web hosting concepts (cPanel, WHM, FTP, DNS, etc.).
Good written and verbal communication skills in English and Nepali.
Experience withWHMCS ticketing system (or other similar systems).
Familiarity with common CMS platforms like WordPress, Joomla, etc.
Strong troubleshooting skills and attention to detail.
Willingness to learn and grow in a technical support role.
Availability to work in shifts (including evenings, weekends, or holidays as needed).

Preferred Qualifications:

1+ year of experience in web hosting or technical support
Basic Linux command-line knowledge is a plus.
IT certifications (e.g., RHCE, CCNA, CompTIA, cPanel certification, etc) are a plus.

Why Join Us?