Remote Support L1 Engineer

About the role

The Remote Support L1 Engineer provides first‑line technical assistance for hosting, email, cloud and server services. Acting as the primary point of contact for client issues, the engineer ensures timely resolution while maintaining DoItEasy service quality standards.

Key responsibilities

• Handle Level 1 tickets via ticketing systems, live chat, remote sessions, email and occasional phone/WhatsApp support.
• Troubleshoot shared hosting, VPS/VDS, email hosting, Microsoft 365 accounts, domains, DNS records, SSL certificates and website accessibility issues.
• Manage hosting control panels such as cPanel, WHM and Plesk, including account creation, email setup, DNS modifications, backup verification, basic migrations and SSL installations.
• Assist clients with Outlook configuration, IMAP/POP3/SMTP settings, Microsoft 365 mail flow and DNS propagation.
• Monitor servers for resource usage, service failures and security alerts, escalating complex cases to L2/L3 with proper documentation.
• Maintain up‑to‑date support documentation and knowledge‑base articles and adhere to SLA response and resolution targets.

Required profile

• Diploma or Bachelor’s degree in Information Technology, Computer Science, Network Engineering or a related field.
• Hands‑on experience with Microsoft Office 365, email hosting platforms and shared hosting environments.
• Familiarity with Linux and Windows server administration and DNS/domain troubleshooting.

Required skills

• Microsoft Office 365
• Microsoft 365
• cPanel, WHM, Plesk
• Linux and Windows Server
• DNS management and domain troubleshooting
• SSL certificate installation
• Outlook, IMAP, POP3, SMTP configuration
• Ticketing systems, live chat and remote session tools