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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # 2nd Line Support Engineer - Nottingham based - **Company:** CWCS Managed Hosting - **Location:** Beeston, UK - **Contract:** Permanent contract - **Skills:** PHP (Programming Language), Microsoft Windows, Apache HTTP Server, LAMP (Software Bundle), Linux, RAID, Domain Name System (DNS), Electronic Mailing, Internet Information Services (IIS), Internet Communications, MySQL, Cloud Platform System, Bare Metal - **Published:** July 11, 2026 - **Apply:** https://uk.indeed.com/viewjob?jk=bc7a72c4b9ecf146 ## About the Role * have a passion for technical issues, a keen eye for detail and the patience to investigate an issue and deliver a resolution in a timely fashion * be comfortable working shifts, including periods working nights * be confident working on your own on occasions (with support from our on-call Systems Administrators) * be a strong team player * be customer focussed and able to deliver a high level of customer service * be able to manage workloads, prioritising and organising your time effectively * be solutions focussed but recognise when it is appropriate to escalate matters to best meet customer needs * be confident dealing with customers directly and effective in communicating with a wide range of individuals, from the hobbyist website owner to large corporate entities * have worked previously in a contact centre environment * have a good knowledge of internet technology * be a keen learner with a drive to develop further * hold a full UK driving licence Whilst not essential, it would be desirable for you to have: * previous experience of working in the hosting sector * previous experience of working night/late shifts * a working knowledge of: * LAMP (Linux, Apache, MySQL, PHP) * Windows 2012/2016/2019/2022 * IIS * DNS * Domain Names * Email clients and MTA * cPanel and/or Plesk support skills would be an advantage. ## Description The 2nd Line Support Engineer role is key in delivering a high-quality service to our customers, in line with their expectations and SLAs. You will be responsible for the continued monitoring of the environment, auditing and installation of hardware, this role includes weekend and night shifts to maintain our 24/7 support commitment., * building physical servers, installing operating systems and software, provisioning the network, and racking the servers - this is definitely not a desk job! * Provision and maintenance of servers on our Cloud platform * Responding to customers' issues: these can be as diverse as handling an email client setup to rebuilding a RAID configuration, or performing a bare metal restore. * Diagnosing issues and presenting a resolution path to the customer, this may be providing a solution or escalating the issue to the correct department. * Building a relationship with all our customers, regardless of their level of technical proficiency. You should always want to help customers, and knowing how to educate customers so that they understand the issue and are able to help themselves in the future is pivotal to the role. * Successfully provisioning orders sent from our Sales department that meet the specification the customer has purchased, and meet the high-level of quality we require and our customers expect. ## Related Videos - [MySQL Protocol Features You Should Be Aware Of](https://www.wearedevelopers.com/videos/100267-mysql-protocol-features-you-should-be-aware-of) - [Docker network without Docker](https://www.wearedevelopers.com/videos/1418-docker-network-without-docker) - [Migrating half a million users to a new payment service provider](https://www.wearedevelopers.com/videos/730-migrating-half-a-million-users-to-a-new-payment-service-provider) - [Coding for Good: Achieving social change with an app](https://www.wearedevelopers.com/videos/1645-coding-for-good-achieving-social-change-with-an-app) - [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone) - [Docker exec without Docker](https://www.wearedevelopers.com/videos/1094-docker-exec-without-docker) ## Related Articles - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Where to Find Entry-Level Software Engineering Jobs](https://www.wearedevelopers.com/magazine/397-where-to-find-entry-level-software-engineering-jobs) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [Fullstack Developer Salary UK](https://www.wearedevelopers.com/magazine/251-fullstack-developer-salary-uk) - [Where To Find Software Engineering Jobs](https://www.wearedevelopers.com/magazine/396-where-to-find-software-engineering-jobs)