Technical Support Administrator

· Provide first-line technical support via phone, email and ticket system. Troubleshoot and resolve issues relating to:

• Email setup, delivery, server migrations and configuration
• Email deliverability (SPF, DKIM, DMARC and related DNS records)
• Web hosting performance, setup and migrations
• Domain name and nameserver management
• DNS management (A, CNAME, MX, TXT and related records)

· Assist with domain transfers, SSL certificate renewals and website migrations.

· Record support requests clearly and contribute to the internal knowledge base.

· Escalate more complex technical issues to senior technical staff when required.

· Deliver excellent customer service to clients with technical understanding.

· Support the web team with data entry, setup and tracking implementations.

· Monitor client management systems for key notifications, tickets and updates.

Do you have experience in Web design?, Experience with domain names, DNS and email/web hosting is strongly desirable for this role.

Full training will be provided and you will be supported by our technical team, but you must be comfortable taking ownership of support requests and applying strong problem-solving skills to resolve issues.

Essential:

• A good understanding of domain names, DNS and POP/IMAP email hosting
• Genuine interest in websites and related online services
• Strong problem-solving skills and attention to detail
• Strong experience with Microsoft Excel
• Strong project and task management skills, including the use of tools such as Microsoft Planner, Asana or Monday
• Confident communication skills, particularly on telephone calls (no cold calling)
• A self-sufficient and organised approach to managing your day-to-day workload
• Experience in customer support environments such as helpdesks or call centres

Desirable:

• Hands-on experience in domain management and DNS administration
• Experience with Linux servers and cPanel
• Strong experience with email hosting, deliverability and POP/IMAP troubleshooting
• Previous experience in domain or hosting support

Pulled from the full job description

• Additional leave
• Discounted or free food
• Cycle to work scheme
• On-site parking

Nexus Data Systems Ltd is a Glasgow-based digital agency with over 20 years of experience in web design, digital marketing and IT solutions. We support a wide range of clients across the UK, including many within the third sector. As we continue to grow, we are looking for a dedicated Technical Support Administrator to help us maintain and enhance the high standard of service our clients rely on. As a Technical Support Administrator, you will be the first point of contact for clients who need assistance with domains, DNS, email and website hosting. You will support clients with the purchase of new services, the renewal of existing services, and the troubleshooting of a wide variety of technical issues, always providing clear, friendly and professional guidance. As you grow into the role, you will also support our web development team on projects. This makes the position ideal for someone who is interested in how websites are built and how the underlying hosting and domain infrastructure operates.