Job Description

About Us

ICAAL is an award-winning full-service creative digital marketing agency, located in beautiful Grade 2listed offices in Southampton's city centre.
Due to the continued success and growth of our web design and development teams, we are seeking a skilled Web Support Engineer to join our innovative team. In this critical role, you will ensure our clients' websites run smoothly and securely by providing technical support, troubleshooting issues, and maintaining optimal website performance across diverse digital platforms.

In this role you'll be the technical problem-solver our clients rely on, handling everything from resolving hosting issues and performance optimisation to implementing security updates and providing ongoing maintenance for websites and digital applications. You'll work closely with our development team to identify and resolve technical challenges while delivering exceptional support experiences.

We offer a healthy work/life balance and excellent working environment with a fantastic team of collaborative people. We actively encourage training and development in order to facilitate career progression and enjoyment in the role.

You will be joining a successful and forward-thinking company who actively invests in its people, equipment and premises.

The Opportunity

Join our expanding digital studio as a Web Support Engineer, where you'll be the technical backbone supporting our diverse client portfolio alongside a talented team of 20 developers and designers. With in-house mentorship and continuous training, you'll manage and maintain a wide range of digital solutions--from intuitive CMS platforms to sophisticated business management systems--while ensuring seamless hosting, email, and domain management.

This role invites you to bridge technical expertise with exceptional client service, working directly with clients and internal teams to resolve technical challenges and optimize digital infrastructure. You'll be responsible for maintaining development standards, providing first-line technical support, and ensuring our clients' digital presence runs smoothly 24/7. If you're driven by problem-solving, thrive in fast-paced environments, and want to be the hero who keeps digital experiences running flawlessly, this is your chance to make a real impact in client success.

Key Responsibilities

As a Web Support Engineer, you'll be the guardian of our clients' digital infrastructure, ensuring websites, applications, and supporting services operate seamlessly around the clock. Your expertise will be crucial in maintaining client satisfaction through proactive monitoring, rapid issue resolution, and strategic technical guidance.

Additionally, you'll play a vital role in our service delivery evolution, contributing to the improvement of our support processes and the implementation of new monitoring tools and maintenance frameworks to enhance our service quality and efficiency.

Manage and resolve client support tickets efficiently and professionally Develop new features, pages & front end layouts into existing websites Configure and maintain email systems, including setup, troubleshooting, and optimisation Handle domain registration, DNS management, and domain transfers Set up, configure, and maintain web hosting environments across various platforms Monitor website performance, uptime, and security across client portfolio Perform regular website backups, updates, and maintenance tasks Troubleshoot technical issues across different platforms and technologies Liaise directly with clients to provide technical guidance and resolve concerns Document support processes and maintain knowledge base resources Collaborate with development team to escalate complex technical issues

Essential Skills/Knowledge

1+ years demonstrable experience in web support or technical support role (preferably in an agency environment) Strong understanding of web hosting environments (shared, VPS, dedicated servers) Email system configuration and troubleshooting (e.g. SMTP, POP3, IMAP, DNS records) Domain management including DNS configuration, nameserver changes, and transfers HTML 5 CSS 3 JavaScript / jQuery MySQL database administration and troubleshooting Cross-browser compatibility testing and resolution Experience with content management systems (e.g. WordPress, custom CMS platforms) Understanding of web server technologies (Apache, Nginx) SSL certificate installation and management

Advantageous Skills/Knowledge

Linux Server Administration, advanced domain management, email server configuration AWS administration and cloud hosting platforms cPanel/WHM, Plesk, or similar hosting control panels Website security monitoring and malware removal Performance optimization and caching strategies Experience with monitoring tools (Pingdom, New Relic, etc.) Knowledge of CDN setup and management WordPress advanced troubleshooting and optimisation Experience with ticketing systems and help desk software Understanding of web analytics and reporting tools Adobe CC and Figma Dev mode Familiarity with web development workflows and version control (Git)

Why Work for Us?

Fantastic Remuneration and Benefits Package -

From 24,600 per annum, 23 days paid holiday plus 8 bank holidays, enhanced company sick pay, attractive pension opportunity

Professional Development

- Enhanced training and development program with in-house trainer, personal development plan with industry accreditations and certifications, career progression plan, and industry learning days.

Work Environment

- Beautiful Grade 2 listed offices in central Southampton, spacious and air-conditioned workplace, excellent transport links, and a vibrant location near retail and hospitality hubs.

Staff Wellbeing

- Free onsite parking, exciting social events calendar, well-stocked fridges and cupboards with free teas, coffees, cold drinks, and healthy snacks. Free Perkbox discount scheme membership with 100s of discounts from leading brands including department stores and fashion brands.

How to Apply

To apply, please send your covering letter and CV via Indeed. Please note that this is a full time, in-house position in our Southampton offices.

Job Types: Full-time, Permanent

Pay: From 24,600.00 per year

Benefits:

Additional leave Company events Company pension Employee discount Free parking Health & wellbeing programme On-site parking Sick pay Store discount
Schedule:

Monday to Friday No weekends
Ability to commute/relocate:

Southampton, SO14 2AL: reliably commute or plan to relocate before starting work (required)
Work authorisation:

United Kingdom (required)
Work Location: In person