System Admin Support Specialist, Senior

Newfold Digital, Inc., through its various businesses, provides volume based, mass-market, Internet products to millions of Customers worldwide. Endurance International Group has been consistently ranked amongst the fastest growing technology companies in the continent.

Newfold Digital, Inc. is a leading provider of web-presence solutions to small-businesses, professionals and individuals. Our product portfolio includes domain name registration, email-hosting services, web-hosting services, website builder tools, e-commerce solutions, and digital certificates.

As a Hosting Product Specialist with Newfold Digital's Retail brands, you are a custodian of our customers’ 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.
Location: Remote
Role: System Admin Support Specialist, Senior

Responsibilities 

• Being the front line for customers over support tickets for our VPS and dedicated hosting products as part of 24*7 rotating shifts 
• Troubleshooting and resolving issues related to our shared hosting products apart from attending to support tickets and escalations assigned.  
• Support the phone and chat support teams by providing them with solutions to escalations they raise or answer their queries on hosting.   
• Handling escalations from internal teams and making outbound calls. 
• Training and mentoring the frontline teams. 
• Manage the floor and help the Team Leads to achieve the Team target with mini projects. 
• Identify recurring issues and build automated solutions. 
• Investigating and identifying solutions to various kinds of technical issues spanning DNS, Apache, IIS, Email servers, Hosting control panels, Application firewalls, and associated technologies. 
• Escalating complex system-wide issues or bugs to software engineering teams 
• Ensuring speedy resolution of customer issues while maintaining high customer satisfaction 
• Reviewing existing product documentation and publishing documentation in internal & external knowledge bases   
• Pro-actively monitor product/services/site performance, uptime, availability and analyze logs / metrics and recommend/contribute to fixes. 

Skills 

You are acquainted with / have mastered some of the below skills 

• Operating Systems: Good understanding of Redhat based linux flavours & Windows 2008/2012 systems. 
• 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. 
• Windows Skills: Basic Windows Systems administration, Sysinternals tools, Performance monitor, Event logs, Various MMC's, Terminal services, VNC etc . 
• Fundamentals: Excellent DNS & Networking Fundamentals, TCP/UDP, IP Routing. 
• Application Protocols: Excellent understanding of SMTP,HTTP,FTP,IMAP,POP. 
• Control Panels: cPanel, Plesk, Virtuozzo, KVM, Hyper-V - Installation, configuration and customization 
• Applications: Exim, Postfix, Qmail, Apache (mod_php, mod_fcgid, CGI, php-fpm etc), Nginx, IIS (DotNet, PHP, ASP etc) 
• Scripting : Basic sh/bash, perl, ruby, python, Powershell, Batch, VBScript 
• Databases: Basic understanding of - SQL/RDBMS. Basics of MySQL, Postgres, MS-SQL. Configuring MySQL and postgreSQL servers. 
• Soft skills: Strong customer support focus and decent english communication skills. 
• Others: Regular expressions, Excellent troubleshooting skills. 
• Good to have: 
  • Certifications: RHCE, MCSE, CCNA. 
  • Experience in:   OpenVZ, Parallels Plesk and cPanel administration. 
  • Systems/Hardware: LOM/IPMI/IP KVMs, Dell Hardware. 

​Why you’ll love us:

• We’ve evolved; we provide three work environment scenarios. You can feel like a Newfolder in a work-from- home, hybrid, or work-from-the-office environment.
• Work-life balance. Our work is thrilling and meaningful, but we know balance is key to living well.
• We celebrate one another’s differences. We’re 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.
• 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.
• Where can we take you? We’re fans of helping our employees learn different aspects of the business, be challenged with new tasks, be mentored, and grow their careers. Unfold new possibilities with #teamnewfold

This Job Description includes the essential job functions required to perform the job described above, as well as additional duties and responsibilities. This Job Description is not an exhaustive list of all functions that the employee performing this job may be required to perform. The Company reserves the right to revise the Job Description at any time, and to require the employee to perform functions in addition to those listed above.