Website Support Engineer / Web Developer

Role Overview 

We are looking for a practical, client-focused Website Support Engineer / Web Developer to support, maintain and develop client websites across WordPress, Elementor and HubSpot CMS environments. 

The role is suited to someone who enjoys solving problems, working directly with clients and taking ownership of website-related support requests from initial investigation through to resolution. 

Key Responsibilities 

1- Website Development and Updates 

• Build, maintain and update WordPress websites. 

• Create and edit pages using Elementor and other page-building tools. 

• Build and maintain pages within HubSpot CMS. 

• Implement website design changes and new functionality. 

• Ensure websites are responsive across desktop, tablet and mobile devices. 

• Test website changes thoroughly before deployment. 

2- Website Support and Troubleshooting 

• Monitor and respond to website support tickets. 

• Investigate and resolve website-related technical issues. 

• Diagnose problems following website, plugin or theme updates. 

• Carry out client-requested website changes and improvements. 

• Keep tickets updated with progress, actions taken and resolutions. 

• Escalate issues where additional support or approval is required. 

3- Website Maintenance and Security 

• Carry out routine website maintenance and health checks. 

• Manage WordPress plugin and theme updates. 

• Check websites remain operational, secure and up to date. 

• Investigate potential website security concerns. 

• Troubleshoot issues arising from updates or configuration changes. 

• Perform appropriate testing following maintenance work. 

4- Hosting, Domains and DNS 

• Manage website migrations between hosting providers. 

• Manage and troubleshoot cPanel hosting environments. 

• Restore website backups using tools such as JetBackup. 

• Configure and update DNS records. 

• Assist with domain transfers and renewals. 

• Provide clients with website and hosting access using approved secure processes. 

• Maintain accurate client information when website, hosting or domain changes are made. 

5- Technical SEO 

• Implement and maintain schema markup. 

• Create and manage website redirects. 

• Update page titles and meta descriptions. 

• Investigate and resolve technical SEO issues. 

• Submit and monitor websites through Google Search Console. 

• Investigate and resolve website indexing issues. 

6- Client Communication 

• Communicate directly with clients regarding website projects and support requests. 

• Gather and clarify requirements for website changes and development work. 

• Provide clear progress updates. 

• Explain technical issues to non-technical clients in straightforward language. 

• Follow up with clients for approvals, testing and outstanding information. 

• Take ownership of support requests through to completion wherever possible. 

Essential Skills and Experience 

The successful candidate should have experience in most of the following areas: 

• Strong WordPress website development and support experience. 

• Experience using Elementor or similar WordPress page builders. 

• Good understanding of WordPress plugins, themes and website maintenance. 

• Strong website troubleshooting and problem-solving skills. 

• Experience working with website hosting environments and cPanel. 

• Good understanding of DNS records and domain management. 

• Experience with website backups, restores and migrations. 

• Understanding of website security and general website health monitoring. 

• Knowledge of responsive website design and cross-device testing. 

• Experience with technical SEO fundamentals. 

• Familiarity with Google Search Console and website indexing issues. 

• Strong attention to detail and testing discipline. 

• Ability to manage multiple website support requests and priorities. 

• Good written and verbal communication skills. 

• Confidence communicating directly with clients. 

Desirable Skills and Experience 

• HubSpot CMS experience. 

• JetBackup experience. 

• Experience with website migrations across hosting providers. 

• Schema markup implementation. 

• Technical SEO troubleshooting. 

• HTML and CSS knowledge. 

• Basic JavaScript or PHP knowledge. 

• Experience working within an IT support, MSP, digital agency or web support environment. 

• Experience working with ticketing or service desk systems. 

Personal Attributes 

• Technically curious and enjoys troubleshooting. 

• Comfortable taking ownership of problems. 

• Organised and able to manage competing priorities. 

• Thorough when testing and documenting changes. 

• Confident dealing directly with clients. 

• Able to translate technical information into clear, understandable language. 

• Proactive about website maintenance, security and potential issues. 

• Comfortable working across a broad range of websites rather than specialising in one individual project. 

What Success Looks Like 

• Day-to-day website support tickets are managed independently and kept up to date. 

• Client website changes are delivered accurately, tested properly and communicated clearly. 

• WordPress, Elementor and HubSpot CMS updates are completed to a high standard. 

• Maintenance, plugin updates and security checks are carried out consistently. 

• Hosting, cPanel, DNS, domain and backup issues are investigated and resolved confidently. 

• Technical SEO tasks such as redirects, schema, metadata and indexing checks are handled effectively. 

• Clients receive clear, straightforward updates and know what is happening with their requests. 

• Internal client records, access notes and website information are kept accurate when changes are made. 

 

“ITC Citizenship”

Citizenship is a framework for general expectations for working at ITC.

In your role, you will be given directed autonomy, but that requires accountability to the company, your team, our clients and yourself.

The principles below will guide us in our success.

Promote equity with team members and clients

• Actively create a safe and respectful work environment.
• Consistently question your assumptions and biases.

Invest in the success of your peers

• Celebrate wins.
• Seek out where others need assistance.
• Keep documentation up to date and thorough.
• Follow our operation rules

Be accountable for the basics. No reminders.

• Show up where and when you are supposed to.
• Be timely and follow through on the business

processes that you own (timesheets, client files, etc.).

• Use your calendar to ensure that your team has

visibility into your availability and location.

• Present yourself professionally to your team, clients, and partners (reflect your ambition and success).

Embrace your individual role in creating a deep and high performing culture

• Trust positive intent by default. Ask honest questions where you don’t have trust.
• Dedicate time and focus to communication, communicate authentically, clearly and professionally

Diffuse workplace drama

• Don’t believe everything you think.
• Talk to someone who can do something about it before you tell someone who can’t.
• Spread positive gossip and shut down negative gossip.

Create success for our clients and for you

• Know and understand our service rules.
• THINK about our process and the clients needs.
• Take ownership, if you can’t find an owner

Engage in the company, not just the people

• Understand our service lines and how we earn a living.
• Assist in protecting and increasing our financial health.

Be kind to your future self

• Understand and communicate your personal boundaries.
• Maintain your personal health (physical, mental, financial).
• Keep documentation up to date and thorough.
• Be honest and own your actions.
• THINK backup, what if, safeguard customers and yourself.