2nd Level Support / WebOPS Agent

HOSTAFRICA is a leading web hosting provider, delivering world-class cloud VPS, dedicated servers, WordPress hosting, and domain services across Africa. Our mission is to empower businesses and individuals with reliable, secure, and high-performance hosting solutions. We operate in South Africa, Nigeria, Kenya, Ghana, and beyond, serving thousands of customers with a focus on excellence and innovation.

We are seeking an experienced and technically strong 2nd Level Support / WebOPS Agent to join our Web Hosting Operations team. If you thrive in high-performance Linux environments and enjoy solving complex infrastructure challenges, this role is for you.

The 2nd Level Support / WebOPS Agent serves as the critical bridge between Level 1 Support and Senior Sysadmins (Level 3). This role takes ownership of complex escalations, ensures server health and stability across shared hosting infrastructure, and provides advanced troubleshooting across Linux hosting environments.

You will play a key role in maintaining uptime, resolving high-impact technical issues, supporting migrations, managing backups, and proactively monitoring infrastructure performance to ensure seamless service delivery.

Monitor and maintain the health of shared hosting infrastructure (primarily cPanel VMs and managed servers).

Take ownership of Level 1 escalations and resolve complex Linux, Windows, networking, and hosting-related issues.

Diagnose and resolve high server load, memory pressure, disk usage alerts, and service failures.

Troubleshoot and maintain core services including Apache, Nginx, MySQL, Exim, SSH, DNS, and firewall configurations.

Monitor and respond to alerts from Zabbix and other monitoring systems, ensuring proactive issue resolution.

Manage and troubleshoot Acronis backup systems, ensuring backups are current, verified, and recoverable.

Perform complex internal and external migrations, including non-cPanel and acquisition-related migrations.

Support virtualization environments (Proxmox), including VM deployment, troubleshooting, and performance optimization.

Assist with server load management, account distribution, and infrastructure stability decisions.

Escalate architectural or infrastructure-level issues to Level 3 / Sysadmins when required.

Assist Sysadmins with assigned operational tasks and contribute to infrastructure improvements.

Maintain accurate documentation of escalations, troubleshooting steps, and resolutions.

Contribute to process improvement, automation initiatives, and operational efficiency within WebOPS.

Perform any other operational duties assigned by the Head of Department (HOD).

Relevant tertiary qualification in Information Technology (Diploma or Degree) or equivalent hands on industry experience.

3-5+ years' practical experience in a Level 2 / WebOPS role within a web hosting or managed infrastructure environment.

Strong working knowledge of Linux distributions (especially Debian/Ubuntu/CentOS) with confident command-line proficiency.

Solid hands on experience with hosting control panels such as cPanel/WHM and DirectAdmin.

Strong understanding of DNS configuration, mail server troubleshooting (Exim), and MySQL/MariaDB administration.

Ability to troubleshoot using logs and system diagnostics in complex hosting environments.

Practical experience with Bash scripting for automation, monitoring, and troubleshooting tasks.

Working knowledge of virtualization platforms (especially Proxmox) and general VM management concepts.

Exposure to automation tools (e.g., Ansible) or strong interest in operational automation.

Strong understanding of server performance metrics (CPU, memory, I/O, load averages).

Experience managing and troubleshooting backup systems (JetBackup or similar).

Excellent written and verbal communication skills.

Strong time management skills with the ability to prioritize multiple escalations effectively.

Structured, analytical problem solving approach with attention to detail.

cPanel certification is advantageous but not mandatory.

Competitive compensation.

Remote work flexibility.

Work life balance.

Exposure to complex, high-performance hosting infrastructure.

Collaborative environment with opportunities for professional growth.

The opportunity to impact thousands of businesses by maintaining reliable hosting services across Africa.

If you are passionate about infrastructure stability, advanced troubleshooting, and delivering operational excellence, apply today by sending your resume and a cover letter to with the subject line: "2nd Level Support / WebOPS Agent - Your Name "

HOSTAFRICA is an equal opportunity employer committed to diversity and inclusion.