Job Description

Who we are.Newfold Digital is a leading web technology company serving millions of customers globally. Our customers know us through our robust portfolio of brands. We have some of the industry\'s most prominent and storied go-to-market brands, including Bluehost, HostGator, Domain.com, Network Solutions, Register.com and Web.com. We help customers of all sizes build a digital presence that delivers results. With our extensive product offerings and personalized support, we take pride in collaborating with our customers to serve their online presence needs. The strength of our company lives in the intersection of our people, our customers, and our brands.As a System Admin Support Specialist, Senior with Newfold Digital\'s Retail brands, you are a custodian of our customers\xe2\x80\x99 continued trust in us for their critical application, email and web hosting needs. In this role, you will be the first point of contact with our client base, and be responsible for ensuring the speedy investigation, resolution and escalation of technical issues for our various hosting products. The friendliness and efficiency of our support is something we are incredibly proud of, and it is a very important reason for our success and our rapid growth.What you\xe2\x80\x99ll do & how you\xe2\x80\x99ll make your mark.\xef\x81\xac Being the front line for customers over support tickets for our VPS and dedicated hosting products as part of 24*7 rotating shifts.\xef\x81\xac Troubleshooting and resolving issues related to our shared hosting products apart from attending to support tickets and escalations assigned.\xef\x81\xac Support the phone and chat support teams by providing them with solutions to escalations they raise or answer their queries on hosting.\xef\x81\xac Handling escalations from internal teams and making outbound calls.\xef\x81\xac Training and mentoring the front line teams.\xef\x81\xac Manage the floor and help the Team Leads to achieve the Team target with mini projects.\xef\x81\xac Identify recurring issues and build automated solutions.\xef\x81\xac Investigating and identifying solutions to various kinds of technical issues spanning DNS, Apache, IIS, Email servers, Hosting control panels, Application firewalls, and associated technologies.\xef\x81\xac Escalating complex system-wide issues or bugs to software engineering teams.\xef\x81\xac Ensuring speedy resolution of customer issues while maintaining high customer satisfaction.\xef\x81\xac Reviewing existing product documentation and publishing documentation in internal & external knowledge bases.\xef\x81\xac Pro-actively monitor product/services/site performance, uptime, availability and analyze logs / metrics and recommend/contribute to fixes.Who you are & what you\xe2\x80\x99ll need to succeed.\xef\x81\xac Operating Systems: Good understanding of Redhat based linux flavours & Windows 2008/2012 systems.\xef\x81\xac Linux Skills: sed/awk/grep/egrep, VI/VIM, netstat, lsof, strace, ps/top/atop/dstat, grub boot config & systems rescue, fstab/disk labels, ext3/ext4, tcpdump/wireshark, IPtables, sysstat (sar/vmstat/iostat etc), run-levels & startup scripts, sudo/chkrootkit/rkhunter.\xef\x81\xac Windows Skills: Basic Windows Systems administration, Sysinternals tools, Performance monitor, Event logs, Various MMC\'s, Terminal services, VNC etc .\xef\x81\xac Fundamentals: Excellent DNS & Networking Fundamentals, TCP/UDP, IP Routing.\xef\x81\xac Application Protocols: Excellent understanding of SMTP, HTTP, FTP, IMAP, POP. \xef\x81\xac Control Panels: cPanel, Plesk, Virtuozzo, KVM, Hyper-V - Installation, configuration and customization\xef\x81\xac Applications: Exim, Postfix, Qmail, Apache (mod_php, mod_fcgid, CGI, php-fpm etc), Nginx, IIS (DotNet, PHP, ASP etc)\xef\x81\xac Scripting : Basic sh/bash, perl, ruby, python, Powershell, Batch, VBScript\xef\x81\xac Databases: Basic understanding of - SQL/RDBMS. Basics of MySQL, Postgres, MS-SQL. Configuring MySQL and postgreSQL servers.\xef\x81\xac Soft skills: Strong customer support focus and decent english communication skills.\xef\x81\xac Others: Regular expressions, Excellent troubleshooting skills.Good to have:\xef\x81\xac Certifications: RHCE, MCSE, CCNA.\xef\x81\xac Experience in: OpenVZ, Parallels Plesk and cPanel administration. \xef\x81\xac Systems/Hardware: LOM/IPMI/IP KVMs, Dell HardwareWhy you\xe2\x80\x99ll love us.\xef\x81\xb5 We\xe2\x80\x99ve evolved; we provide three work environmentscenarios. You can feel like a Newfolder in a workfrom-home, hybrid, or work-from-the-office environment.\xef\x81\xb5 Work-life balance. Our work is thrilling and meaningful, but we know balance is key to living well.\xef\x81\xb5 We celebrate one another\xe2\x80\x99s differences. We\xe2\x80\x99re 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.\xef\x81\xb5 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: We have partnered with some of the best insurance providers to provide you excellent Health Insurance options, Education/ Certification Sponsorships to give you a chance to further your knowledge, Flexi-leaves to take personal time off and much more. Building a community one domain at a time, one employee at a time. All our employees are eligible for a free domain and WordPress blog as we sponsor the domain registration costs.\xef\x81\xb5 Where can we take you? We\xe2\x80\x99re fans of helping our employees learn different aspects of the busines be challenged with new tasks, be mentored, and grow their careers. Unfold new possibilities with #teamnewfold!

Newfold Digital