Hosting & Domain Support Officer at Integrated Software Services Limited

Job Summary

• The Hosting & Domain Support Officer is responsible for managing and maintaining the organization’s hosting infrastructure, domain services, and office IT operations while serving as the primary contact for hosting-related support and customer technical assistance.
• The role involves managing hosting environments through platforms such as DirectAdmin, cPanel, and Plesk, ensuring maximum uptime, system reliability, and efficient customer service delivery.
• The ideal candidate should be technically proficient in hosting management, domain administration, DNS configuration, and customer support, with a strong business-oriented mindset and the ability to utilize AI tools to improve operational efficiency, troubleshooting, communication, and workflow automation.

Key Responsibilities
Hosting & Direct Admin Management:

• Manage and maintain hosting environments using DirectAdmin, cPanel, and other hosting platforms to ensure optimal uptime, performance, and reliability.
• Create, configure, suspend, and manage hosting accounts, reseller accounts, and domain services.
• Handle domain management including DNS configuration, subdomains, domain pointers, parked domains, redirects, and nameserver management.
• Configure and manage email hosting services including email accounts, forwarders, autoresponders, spam filtering, and mailing lists.
• Install and manage SSL certificates including Let’s Encrypt integration for website security and HTTPS configuration.
• Monitor hosting resources such as bandwidth, disk usage, server uptime, and account performance.
• Manage FTP accounts, website files, permissions, backups, and restorations through hosting control panels.
• Create and manage MySQL/MariaDB databases, users, and database access permissions.
• Configure cron jobs, PHP versions, and web server settings to support hosted applications and websites.
• Support WordPress and other CMS installations using hosting automation tools
• Perform website migrations, hosting transfers, and backup restoration processes between servers and hosting platforms.
• Troubleshoot hosting-related issues including DNS propagation, website downtime, email delivery failures, SSL problems, database connectivity, and server-related concerns.
• Work with hosting technologies including Apache, LiteSpeed, Linux server environments, DNS services, SSL/TLS, and email hosting systems.
• Maintain server and hosting security through firewall management, brute-force protection, malware prevention, and access control.

Customer Support & Relationship Management:

• Serve as the primary contact person for hosting-related technical support requests and customer inquiries.
• Build and maintain strong customer relationships through responsive, professional, and solution-oriented communication.
• Provide technical guidance and support for website hosting, email setup, domain configuration, and hosting account management.
• Coordinate with technical teams, vendors, and service providers to resolve escalated hosting and infrastructure issues.
• Support customer retention and business growth through proactive service delivery and client engagement.

Billing, Documentation & Administrative Duties:

• Prepare, issue, and follow up on invoices for domain registrations, renewals, hosting services, and related products.
• Maintain accurate records of domains, hosting accounts, customer information, billing schedules, and service renewals.
• Document troubleshooting procedures, support activities, and technical configurations for operational efficiency.

Office IT Support Responsibilities:

• Handle office IT-related issues including computer troubleshooting, software support, internet connectivity, printer configuration, and basic network support.
• Provide technical assistance for office systems, hardware devices, and user support requests.
• Assist in maintaining stable office IT infrastructure and resolving day-to-day technical issues.

Requirements & Skills

• Proficiency in hosting control panels including DirectAdmin, cPanel, and Plesk.
• Strong understanding of web hosting environments, domain management, DNS configuration, and email hosting systems.
• Experience managing hosting accounts, SSL certificates, backups, migrations, and server-related services.
• Basic knowledge of Linux server administration, networking, and office IT support.
• Familiarity with Apache, LiteSpeed, MySQL/MariaDB, FTP, and website hosting technologies.
• Proficiency in the use of AI tools and technologies for productivity, troubleshooting, documentation, and operational support.
• Strong business-oriented mindset with the ability to contribute to organizational goals and customer satisfaction.
• Excellent customer relationship management and communication skills.
• Strong troubleshooting, analytical, and problem-solving abilities.
• High attention to detail in invoicing, documentation, and account management.
• Ability to work independently, prioritize tasks, and manage multiple responsibilities effectively.