The Hut Group is hiring a

Technical Support Manager (Hosting)

Salford, United Kingdom

THG is one of the world's leading online beauty and wellbeing retailers, home to premium brands such as lookfantastic, ESPA, GlossyBox, and Myprotein; all of which are powered by our industry-leading and award-winning technology platform, THG Ingenuity. Our 4,500-plus employees represent 66 nationalities and work in offices located in 11 cities around the globe.


Our culture is fast- paced and unique, we recognise great achievements with great rewards. To support our ambitious growth, we are looking for commercially astute, ambitious individuals that can bring fresh and innovative thinking to THG and play a part in driving the Group forward on its truly exciting journey. THG believes in the power of meritocracy. We invest in the development of our people to help everyone achieve their full potential.


About the Technology @ THG


About the Role

A Technical Manager that has a demonstrated history of both client and technical skills relevant to the operations of the support team. They are leaders within their own right and well respected as a point of escalation and knowledge within the support team. They act under the direction of the Support Team’s leadership (Team Leads/Managers) and work to handle advanced technical tickets and complete project work that aids in the core mission of the support organization. They are the true subject matter experts of our products and internal processes and strive to improve them at every step, while acting as the voice of the customer throughout the organization.

Requirements

Responsibilities:

  • Acts as the Escalation point for Frontline Technical Support (L1) taking more advanced issues from L1 and resolving them or escalating themselves
  • Monitor Queues and Report problem areas to leadership
  • Troubleshooting advanced technical issues ranging from cPanel/shared hosting platforms to VPS/Dedicated environments
  • Communicating with clients via tickets, chats, and phones, always working to de-escalate issues
  • Leveling up your skills to meet the demands of new products and managed services
  • Project work at the direction of Support Leadership. Examples:
    • Knowledgebase, Documentation, Playbooks, Automation, Processes/Procedures, Product Liaison, Training, Pro-active Support
  • Coordinating Data Center maintenance & related customer communication
  • Server provisioning at the direction of the Ops team
  • Creates, updates, and maintains documentation and trainings
  • Identifies bugs and other issues with our platforms, support processes/procedures, Knowledge base, Documentation and escalates them or addresses them as is appropriate.
    • Escalate larger scale issues to the attention of Admin, Dev, and Leadership as per escalation procedures
  • Knowledgebase, Documentation, Playbooks, Automation, Processes/Procedures, Product Liaison, Training, Pro-active Support
  • Escalate larger scale issues to the attention of Admin, Dev, and Leadership as per escalation procedures


Key things that we are looking for in this role, but not limited to:

  • Relevant Server Admin Skills: Networking, DNS, Apache, IIS, MySQL, PHP, SSH, FTP, VMware, RDP, RAID, Server Hardware + General Windows and Linux skills.
  • General Coding Familiarity: PHP, BASH, Perl, HTML, Java/JavaScript + miscellaneous others.
  • Displays a strong commitment to THG Ingenuity.
  • Holds the client experience front and center in all their work.
  • A real self-starter: sees a problem and seeks out solutions without being prompted.
  • Rigorous ownership of assigned tasks.
  • Focused on results, not checking a box.
  • Strong attention to detail in all their work.
  • Holds self and team members to a high standard: always providing feedback so that we can improve together.
  • Ability to find solutions to problems, even when they are not obvious.
  • Great client and interpersonal skills: Can de-escalate complex client or team issues.
  • Prioritize tasks and manages time effectively.
  • Able to utilize teamwork to complete difficult tasks.
  • Follows policies, procedures and aids others in doing the same.
  • Cultivates a growth mindset, sees problems as opportunities to learn and grow.
  • Always advancing technically to improve skills and service delivery.
  • Experience with systems such as; Ubersmith, Client Hosting Interface (CHI), Site Manager, Console etc.

Benefits

What's in it for you:

  • Competitive Salary, plus a bonus
  • You'll be joining a growing, intelligent team that will drive business change
  • You'll have the opportunity to make an impact within the team, applying the skills and methodologies you've learnt
  • You'll be working for a company with an excellent culture, in a friendly and fast paced environment
  • You'll be able to react to change with backing from the business
  • You'll have the opportunity to solve complex business/technical problems

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