L2 Technical Support Engineer Linux Windows Hosting VoIP

Strong Linux and Windows troubleshooting skills, hosting infrastructure knowledge, customer-facing communication, and incident ownership are essential. Hands-on FreePBX/Asterisk and SIP troubleshooting experience should be considered a key technical requirement for candidates expected to support phone servers.

Please use the above job description to source and shortlist suitable L2 Technical Support Engineer candidates. WHMCS, AWS, and Red Hat certifications may be treated as added advantages, while the core server administration, hosting, communication, and troubleshooting skills should remain the primary screening criteria.

Please let me know if any further clarification is required.

Must be willing to work in a 24/7 rotational shift environment, with 9-hour shifts and 5 working days per week, including rostered night shifts, weekends, and public holidays as required.

Role & responsibilities

• Handle L1 escalations and provide L2 technical support for complex Linux and Windows server, web hosting, infrastructure, and application-related issues.
• Administer, configure, monitor, maintain, and troubleshoot Linux distributions and Windows Server environments.
• Configure and troubleshoot Apache HTTP Server, LiteSpeed Web Server, OpenLiteSpeed, and Microsoft IIS.
• Manage firewall configurations, security rules, port access, network connectivity, and traffic filtering using ConfigServer Security & Firewall (CSF) and Windows Firewall.
• Manage DNS zones, authoritative nameservers, DNS records (A, AAAA, CNAME, MX, TXT, PTR, SRV), reverse DNS, DNS propagation, and DNS resolution issues.
• Troubleshoot mail server and email platform issues involving Exim, MailEnable, Microsoft 365/Office 365, and cPanel Email.
• Configure and troubleshoot VoIP/PBX phone servers, including FreePBX and Asterisk, SIP trunks, SIP extensions, inbound and outbound routes, IVR, ring groups, call queues, voicemail, call forwarding, and time conditions.
• Troubleshoot SIP registration failures, call drops, one-way audio, no-audio issues, RTP media traffic, NAT traversal, firewall restrictions, SIP signaling, and codec compatibility.
• Administer and troubleshoot MariaDB, MySQL, PostgreSQL (PostgreSQL/PGSQL), and Microsoft SQL Server (MSSQL), including database connectivity, service failures, performance, backups, and restoration.
• Manage virtualized server environments using Virtuozzo, including virtual machine/container provisioning, resource allocation, performance monitoring, and troubleshooting.
• Administer cPanel/WHM and Plesk hosting control panels, including account management, service configuration, website hosting, and hosting-related troubleshooting.
• Configure and troubleshoot FTP and secure file transfer services, including ProFTPD, Pure-FTPd, SFTP, and vsftpd.
• Manage email security and outbound email delivery services, including MailChannels, SMTP authentication, email routing, spam filtering, SPF, DKIM, DMARC, IP reputation, and email deliverability.
• Investigate HTTP/HTTPS errors, website downtime, 4xx/5xx errors, SSL/TLS certificate issues, resource utilization, CPU and memory bottlenecks, disk space, and service failures.
• Monitor server health, analyze system and application logs, perform root cause analysis (RCA), and implement corrective and preventive actions.
• Perform server migrations, backup and restoration, operating system patching, security updates, service maintenance, and disaster recovery support.
• Demonstrate working knowledge of IT Service Management (ITSM), ERD processes, endpoint security, Endpoint Detection and Response (EDR), Endpoint Protection Platform (EPP), Zero Trust, Host Intrusion Prevention Systems (HIPS), Data Loss Prevention (DLP), web security, email security, and Secure Internet Gateway (SIG) solutions.
• VPN Administration and Troubleshooting: Configure, administer, monitor, and troubleshoot Pritunl VPN services, including VPN server and client configuration, user authentication, VPN connectivity issues, certificate management, routing, DNS resolution, access permissions, and firewall-related connectivity problems. Investigate connection failures, authentication errors, tunnel establishment issues, and client-to-network connectivity problems while ensuring secure remote access.
• Maintain technical documentation, update incident and service request tickets, document troubleshooting steps, and provide detailed escalation notes to L3 and infrastructure teams.
• Communicate effectively with customers and internal stakeholders, provide regular incident updates, and meet SLA, response time, and resolution targets.
• Participate in rotational shifts, weekend coverage, planned maintenance windows, and on-call support as required.

2. Required Technical Skills and Keywords

Linux and Windows Server Administration

• Linux Server Administration, Windows Server Administration, system administration, server hardening, service management, command-line troubleshooting, system logs, process management, CPU, memory and disk utilization, filesystem management, permissions, SSH, remote administration, patch management, and security updates.
• Linux distributions such as Red Hat Enterprise Linux (RHEL), CentOS, AlmaLinux, Rocky Linux, Ubuntu, and Debian.

Web Hosting and Web Server Technologies

• Apache HTTP Server, LiteSpeed, OpenLiteSpeed, Microsoft IIS, HTTP/HTTPS, virtual hosts, website troubleshooting, web server configuration, HTTP status codes, 4xx/5xx errors, SSL/TLS certificates, HTTPS redirection, and web service availability.

Network and Firewall Management

• IP, UDP, DNS, DHCP, ports and protocols, routing, NAT, connectivity troubleshooting, packet analysis, CSF, ConfigServer Security & Firewall, Windows Defender Firewall, firewall rules, port forwarding, and network security.

DNS and Domain Management

• DNS zone management, authoritative DNS, nameserver configuration, A, AAAA, CNAME, MX, TXT, PTR and SRV records, SPF, DKIM, DMARC, reverse DNS, DNS propagation, DNS resolution, dig, nslookup, and domain connectivity troubleshooting.

Mail Servers and Email Platforms

• Exim, MailEnable, Microsoft 365, Office 365, Rackspace Email, SMTP, IMAP, POP3, mail queues, mail routing, email authentication, SMTP relay, email delivery failures, bounce analysis, spam troubleshooting, mail logs, and email client connectivity.

Preferred candidate profile