System Administrator (Customer Support)

This is an mid-level technical support position for individuals who have amazing customer service skills, are technically savvy, and are resourceful problem solvers interested in helping people.

Bytemark are looking for someone who wants to build, maintain and support live internet services. Through creative and critical thinking, you will strive to solve the customer's problem the first time, and make recommendations for optimizing their hosting platform.

Main responsibilities:

This role is initially centred around customer service. Ultimately, we are looking for system administrators who wish to build their skill set and grow with us.

Reporting to the Support Team Leader, you will be expected to offer advice to our customers as well as troubleshoot problems by hand. Our customers run predominantly Linux-based systems to host websites, though there are a variety of other operating systems in use, such as Windows.

Engage empathetically with our customers every day to answer their queries, offer advice and effectively solve their problems.
Leverage multiple communication channels, including phone calls, e-mail, ticketing systems and chats.
Provide technical advice on various topics such as DNS, Apache, MySQL, Exim and Varnish, as well as troubleshooting server problems by hand.
Provide fellow system administrators and colleagues with technical support and guidance.
Respond and resolve immediate issues with our infrastructure or with customer machines and work pro-actively to prevent future problems.
Respond to urgent emails and alerts during periods outside our normal business hours (when on the out-of-hours rota).

Skills:

Excellent written and verbal communication skills in the English language
Friendly and tactful personality, with a dedication to the customer experience
Technical knowledge and experience, whether formally trained or self-taught
Knowledge of LAMP (Linux, Apache, MySQL, and PHP) is desirable
Ability to work well within a team in a fast-paced, constantly changing environment
Highly motivated person with a desire to learn, grow and adapt quickly

What type of company is Bytemark ?

Bytemark is 30-person strong hosting company founded 14 years ago, now with nearly 3000 customers. Our mission is to build tools that developers will love, with a strong focus on the UK market. We have a deep appreciation for the Free Software movement, and we hope you might know our name from various Free Software sponsorships we've made over the years.

Each employee is valued for their unique set of skills, experiences and perspectives they bring to the team. Bytemark is a company with employees who share a wealth of knowledge with fellow coworkers.

Our two largest teams are currently the Support & System Administration team, and the Software Engineering team - building things and helping our customers use them is where we spend most of our time.

Career progression:

Your line manager will work closely with you to establish your learning needs and ensure that you have the training and resources you need. We offer 5 days of paid conference attendance (including expenses) each year in order for you to further your professional development.

We have an open company plan. Our HR Manager and the Support Team Leader will help you navigate this and spot new opportunities in the company as they arise.

Employment Terms & Benefit:s:

This position is based at our York office (YO26 6BL).

You will be expected to work 37.5 hours per week, 9am to 5pm (with some occasional flexibility as agreed with your line manager). You will also participate in an out of hours rota once you have become familiar with our systems.

Standard holiday allowance: 25 days holiday + UK bank
holidays
Extra holiday allowance: 1 day per full year of employment
Fully expensed home broadband service
Bytemark administered group personal Pension Scheme
Health-care cash plan
Plus additional benefits

Before you apply:

Please understand these points before applying:
* You must already be eligible to work in the UK - unfortunately we cannot sponsor visas for this position.

To apply for this role simply click the APPLY button!