2nd Level Support / WebOPS Agent

About the role

We are looking for an experienced 2nd Level Support / WebOPS Agent to join our Web Hosting Operations team. The role bridges Level 1 support and senior sysadmins, handling complex escalations and ensuring the stability of our shared hosting infrastructure.

Key responsibilities

• Monitor and maintain health of shared hosting infrastructure, primarily cPanel VMs and managed servers.
• Own Level 1 escalations and resolve complex Linux, Windows, networking and hosting issues.
• Diagnose high server load, memory pressure, disk usage alerts and service failures.
• Troubleshoot core services such as Apache, Nginx, MySQL, Exim, SSH, DNS and firewalls.
• Respond to alerts from Zabbix and other monitoring tools, ensuring proactive issue resolution.
• Manage Acronis backup systems, verifying backups are current and recoverable.
• Perform internal and external migrations, including non‑cPanel and acquisition‑related moves.
• Support Proxmox virtualization environment, handling VM deployment and performance optimisation.

Required profile

• Relevant tertiary qualification in IT (Diploma or Degree) or equivalent hands‑on experience.
• 3–5+ years of practical experience in a Level 2/WebOPS role within a web‑hosting environment.
• Strong command‑line proficiency on Linux distributions (Debian/Ubuntu/CentOS).
• Hands‑on experience with hosting control panels such as cPanel/WHM and DirectAdmin.
• Solid understanding of DNS configuration, mail server troubleshooting (Exim) and MySQL/MariaDB administration.
• Ability to analyse logs and system diagnostics to resolve complex issues.

Required skills

• Linux (Debian/Ubuntu/CentOS)
• cPanel/WHM
• DirectAdmin
• DNS management
• Exim mail server
• MySQL / MariaDB
• Bash scripting
• Proxmox virtualization
• Ansible automation (or strong interest)
• Server performance monitoring (CPU, memory, I/O, load averages)
• Zabbix monitoring
• Acronis/JetBackup backup systems

What we offer

• Competitive compensation
• Remote work flexibility
• Work‑life balance
• Exposure to high‑performance hosting infrastructure
• Collaborative environment with professional growth opportunities
• Chance to impact thousands of businesses across Africa