Second Level Technical Support

Team.blue was created in June 2019 by the merger of regional leading hosting providers Combell Group, Register Group and TransIP Group and offers digital presence and enablement tools such as domains, hosting, email, VPS and applications to over 2 million SME, SoHo and developer customers across Europe. The group consists of several well-known and respected brands, spanning across thirteen European countries and operating under several brand names for each jurisdiction – with a bloodline that represents total commitment to customers. The group consists of several well-known and respected brands, with more than 30 brands across Europe and over 2,000 employees.
The selected candidate will join the Technical Support team at Customer Care Italia. Role The candidate will be responsible for managing second-level customer support and handling sales requests.
Activity Provide second-level technical assistance via internal and external ticketing systems. Handle technical inquiries from customers through telephone communication. Manage the sales of mail and hosting products, ASSPremium, and backup recovery Collaborate with PU for complex issues that cannot be resolved at the second level. Update Confluence documentation. Oversee Premium Support management. Requirements Advanced knowledge of WordPress with proven support experience. Knowledge of PHP and MySQL HTML Strong expertise in Linux operating systems (CentOS, Ubuntu, Debian) and Linux shell (bash) Familiarity with standard Linux services. Experience with Joomla and PrestaShop. Fundamental knowledge of Apache and MySQL (configuration and usage). Solid understanding of core web protocols (HTTP/HTTPS, IMAP/POP3/SMTP, FTP). Expertise in SSL certificates, including concepts, issuance, and installation. Knowledge of DNS systems, record types, and experience using "dig" for name resolution. Understanding of the WHOIS system. Familiarity with cPanel and WHM. Strong knowledge of Microsoft365 products. Excellent analytical and problem-solving skills. Thorough understanding of customer satisfaction principles. Fluent in written and spoken Italian, good knowledge of English
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