Senior Technical Support Specialist - Level 2 WFH

Microsoft 365 Migration

• Perform Microsoft 365 and email migrations using MigrationWiz or manual migration methods.
• Plan, coordinate, and execute mailbox migrations while minimizing service disruption.
• Configure and troubleshoot Microsoft 365 services, mailboxes, licenses, and migration-related issues.

Website Migration and Maintenance

• Perform website migrations and server transfers.
• Clean up infected or compromised websites.
• Apply website updates, troubleshoot errors, and resolve website-related issues.
• Investigate website performance, compatibility, and configuration problems.

VPS and Server Management

• Manage and maintain VPS environments and servers.
• Monitor server performance, availability, and resource usage.
• Troubleshoot hosting, email, DNS, and server-related issues.
• Perform basic server maintenance, configuration, and service monitoring.

Technical Escalation Point

• Act as the escalation point for complex technical issues.
• Investigate and resolve Level 2-3 support cases.
• Coordinate with internal teams, vendors, and customers when necessary.
• Provide technical guidance and assist with root-cause analysis.

Control Panel and Plesk Administration

• Demonstrate working knowledge of hosting control panels, including Plesk Panel.
• Manage domains, DNS, email accounts, hosting subscriptions, and related services.
• Troubleshoot control panel, hosting, and account configuration issues.

Multi-Channel Technical Support

• Provide technical support through phone calls, live chat, and support tickets.
• Troubleshoot customer issues, provide clear updates, and ensure timely resolution.
• Maintain accurate documentation and follow established support procedures.
• Assist customers with technical enquiries related to hosting, email, domains, and Microsoft 365.

DNS, SSL, and Domain Management

• Manage and troubleshoot DNS records, including A, CNAME, MX, TXT, SPF, DKIM, and DMARC records.
• Configure, renew, and troubleshoot SSL certificates.
• Manage domain registrations, renewals, transfers, nameservers, and domain locks.
• Investigate domain propagation, DNS resolution, and email routing issues.
• Assist with domain-related security and configuration requirements.

Qualifications

Preferred Qualifications

• Experience with Linux and Windows hosting environments.
• Exposure to website security remediation and malware cleanup.
• Experience working with Australian, UK, or North American clients.

Desirable Certifications

• SC-500 - Cloud and AI Security Engineer Associate
• SC-401 - Information Security Administrator
• SC-300 - Identity and Access Administrator (priority)
• SC-200 - Security Operations Analyst
• SC-100 - Cybersecurity Architect

Perks and benefits

Comprehensive health and life insurance starting on your 16th day of employment, including coverage for one free dependent

Flexible leave credits that can be used for vacation, emergencies, and sick leave

Exciting Mid-Year Parties with giveaways and cash prizes!

Endless opportunities for career advancement

We set you up for success with a company-provided PC/laptop and fiber internet connection

Tech-on-Wheels support

Join our CS Social Clubs and Special Interest Groups to connect with colleagues

International career growth and networking opportunities

Unlimited cash incentives for successful referrals

In-house psychiatrist available to support employees' well-being

Become part of the Employee Share Units program

Cloudstaff Dream Points - redeemable for useful items like appliances, kitchen gadgets, and more

CLOUDSTAFF: BUILD YOUR CAREER, ANYWHERE

Established in 2005, Cloudstaff is a leading outsourcing company that empowers businesses to thrive through smarter talent solutions. We're passionate about creating a work environment that fosters your professional growth and overall well-being.

WHY CLOUDSTAFF IS THE #1 WORKPLACE?

• Award-winning Culture: We're committed to building the #1 Workplace Everywhere, with a proven track record of staff engagement initiatives and industry recognition
• Invest in You: We support your development through comprehensive training programs, mentoring and opportunities for career advancement
• Thrive as an Individual: We offer a strong work-life balance with flexible schedules, meaningful perks and a collaborative team environment.