Website Support Engineer / Web Developer

Role Overview

We are looking for a practical, client-focused Website Support Engineer / Web Developer to support, maintain and develop client websites across WordPress, Elementor and HubSpot CMS environments.

The role is suited to someone who is technically curious, enjoys troubleshooting and is comfortable taking ownership of problems through to resolution. They should be organised, able to manage competing priorities and thorough in the way they test and document changes. This person will be confident dealing directly with clients and able to explain technical information in clear, understandable language. They will take a proactive approach to website maintenance, security and potential issues, and be comfortable working across a broad range of websites rather than focusing on one individual project.

1. Website Development and Updates

• Build, maintain and update WordPress websites.
• Create and edit pages using Elementor and other page-building tools.
• Build and maintain pages within HubSpot CMS.
• Implement website design changes and new functionality. Ensure websites are responsive across desktop, tablet and mobile devices.
• Test website changes thoroughly before deployment.

2. Website Support and Troubleshooting

• Monitor and respond to website support tickets.
• Investigate and resolve website-related technical issues.
• Diagnose problems following website, plugin or theme updates.
• Carry out client-requested website changes and improvements.
• Keep tickets updated with progress, actions taken and resolutions.
• Escalate issues where additional support or approval is required.

3. Website Maintenance and Security

• Carry out routine website maintenance and health checks.
• Manage WordPress plugin and theme updates.
• Check websites remain operational, secure and up to date.
• Investigate potential website security concerns.
• Troubleshoot issues arising from updates or configuration changes.
• Perform appropriate testing following maintenance work.

4. Hosting, Domains and DNS

• Manage website migrations between hosting providers.
• Manage and troubleshoot cPanel hosting environments.
• Restore website backups using tools such as JetBackup.
• Configure and update DNS records.
• Assist with domain transfers and renewals.
• Provide clients with website and hosting access using approved secure processes.
• Maintain accurate client information when website, hosting or domain changes are made.

5. Technical SEO

• Implement and maintain schema markup.
• Create and manage website redirects.
• Update page titles and meta descriptions.
• Investigate and resolve technical SEO issues.
• Submit and monitor websites through Google Search Console.
• Investigate and resolve website indexing issues.

6. Client Communication

• Communicate directly with clients regarding website projects and support requests.
• Gather and clarify requirements for website changes and development work.
• Provide clear progress updates.
• Explain technical issues to non-technical clients in straightforward language.
• Follow up with clients for approvals, testing and outstanding information.
• Take ownership of support requests through to completion wherever possible.

Essentials Skills

The successful candidate should have experience in most of the following areas:

• Strong WordPress website development and support experience.
• Experience using Elementor or similar WordPress page builders.
• Good understanding of WordPress plugins, themes and website maintenance.
• Strong website troubleshooting and problem-solving skills.
• Experience working with website hosting environments and cPanel.
• Good understanding of DNS records and domain management.
• Experience with website backups, restores and migrations.
• Understanding of website security and general website health monitoring.
• Knowledge of responsive website design and cross-device testing.
• Experience with technical SEO fundamentals.
• Familiarity with Google Search Console and website indexing issues.
• Strong attention to detail and testing discipline.
• Ability to manage multiple website support requests and priorities.
• Good written and verbal communication skills.
• Confidence communicating directly with clients.

Desirable Skills

• HubSpot CMS experience.
• JetBackup experience.
• Experience with website migrations across hosting providers.
• Schema markup implementation.
• Technical SEO troubleshooting.
• HTML and CSS knowledge.
• Basic JavaScript or PHP knowledge.
• Experience working within an IT support, MSP, digital agency or web support environment.
• Experience working with ticketing or service desk systems.

Working Arrangements

The position is based out of ITC Service’s head office in Hebburn. The normal hours of employment will be 40 Hours per week, 08:00 – 17:00, Monday to Friday however alternative arrangements can be discussed on application.

It is expected that the successful candidate will be able to accommodate changes to their working hours from time to time as required.

If you want to apply and think you have the relevant skills please complete this questionnaire, if successful we will be in touch!

Job Types: Full-time, Permanent

Pay: £32,000.00-£34,000.00 per year

Benefits:

• Company events
• Cycle to work scheme
• Life insurance
• On-site parking
• Private medical insurance

Ability to commute/relocate:

• Hebburn NE31 2EX: reliably commute or plan to relocate before starting work (required)

Language:

• English (required)

Licence/Certification:

• Drivers Licence (preferred)

Work authorisation:

• United Kingdom (required)

Work Location: In person