WordPress Maintenance, Hosting & Technical Support Guru

Rocket Launcher is an Australian marketing, digital and technology company supporting a growing portfolio of clients across websites, hosting, domains, email, maintenance, integrations and ongoing technical services. We are looking for an experienced **WordPress Maintenance, Hosting and Technical Support Specialist** to become a trusted long-term member of our extended team. This is not simply a website-development role. Your initial focus will be maintaining live client websites, troubleshooting technical issues, managing hosting and domain services, completing website updates and clearly communicating what has happened and how it has been resolved. Work will initially be offered on a task-by-task basis. For each task, you will review the requirements and provide an estimated timeframe and cost before commencing. As trust is established, there is strong potential for regular maintenance work, larger technical projects, integrations and full website-development opportunities. ## What We Need Support With Your work may include: * WordPress core, plugin and theme updates * Website maintenance and testing * Troubleshooting WordPress errors and plugin conflicts * Fixing broken layouts, forms and website functionality * Investigating website downtime and critical errors * Reviewing PHP and server error logs * Managing website backups and restoration * Creating and working within staging environments * Website content and functionality updates * Website migrations * Domain registrations, renewals and transfers * Nameserver and DNS management * SSL certificate installation and troubleshooting * cPanel and hosting-account management * FTP, SFTP, file-manager and database access * MySQL and phpMyAdmin * Website performance and security support * Malware investigation and removal * Microsoft 365 setup and DNS configuration * Troubleshooting email-delivery issues * WHMCS administration and service management * Coordinating technical issues with hosting and wholesale providers * Integrating websites with external platforms, applications and business systems ## Integrations Experience completing integrations across platforms would be highly advantageous. This may include: * Website forms and CRM systems * Email-marketing platforms * Payment gateways * Booking systems * Membership platforms * Accounting platforms * WooCommerce * Microsoft 365 * APIs * Webhooks * Zapier * Make * WHMCS * Third-party plugins and software services You should be able to investigate whether an issue sits within WordPress, a plugin, the hosting environment, DNS, an API or the external platform. ## Systems We Use Our systems and platforms include: * Slack for internal team communication * WHMCS for clients, domains, hosting services, maintenance plans and billing * Synergy Wholesale for wholesale domain, hosting and related services * Charla for customer enquiries and support communication * cPanel and standard hosting-management tools * WordPress * Microsoft 365 * Domain and DNS-management platforms * FTP and SFTP * phpMyAdmin and MySQL * Website backup, security and uptime-monitoring tools * Staging and development environments You do not need to have used every exact platform. However, you must be technically confident, adaptable and willing to learn our systems. Experience with WHMCS, Synergy Wholesale or Charla will be highly regarded. ## Essential Skills You should have practical experience with: * WordPress maintenance and troubleshooting * Technical support * Web hosting * cPanel or similar control panels * Domains, DNS and nameservers * A, CNAME, MX and TXT records * SPF, DKIM and DMARC * SSL certificates * PHP * MySQL * HTML * CSS * JavaScript * Website backups and restoration * Website migrations * Website forms and email delivery * Microsoft 365 DNS configuration * Website security and performance * Investigating live website incidents You do not need to be an advanced developer in every area, but you must understand enough to diagnose problems, complete appropriate work and recognise when specialist development is required. ## The Person We Are Looking For We want someone who: * Takes ownership of technical problems * Enjoys investigating how and why an issue occurred * Provides excellent customer service * Communicates clearly and professionally * Can explain technical issues in plain English * Is dependable and responsive * Provides realistic estimates * Meets agreed deadlines * Keeps our team updated * Identifies risks before they become larger problems * Thinks beyond the immediate fix * Is honest when something requires further investigation * Wants to build a long-term relationship with Rocket Launcher Communication is one of the most important parts of this role. A message such as “fixed” or “done” is not enough. After completing work, we need you to explain: * What the issue was * What caused it, where known * What work you completed * What was changed * How you tested the solution * Whether there is an ongoing risk * Whether the issue may happen again * Whether further work is recommended * What our team should communicate to the client You must have a good command of written English or be willing to use professional translation and writing tools to ensure your communication is clear and easy to understand. ## How We Work Slack will be our primary internal communication platform. When assigned a task, you will generally be expected to: 1. Acknowledge the request. 2. Review the requirements and available access. 3. Ask any necessary questions. 4. Explain your recommended approach. 5. Provide an estimated number of hours, cost and completion timeframe. 6. Wait for approval before starting chargeable work. 7. Provide updates if the work takes longer than expected. 8. Immediately advise us if the scope or estimated cost changes. 9. Test the completed work. 10. Provide a clear written summary of the work completed. We understand that some technical issues require paid investigation before a final solution can be quoted. In these situations, you should clearly explain the investigation cost and what information it will provide. We work with live client websites and confidential systems. You will be expected to: * Take backups before significant changes * Use staging environments where appropriate * Avoid high-risk changes directly on live websites * Test important website functions after changes * Protect all passwords and client information * Never install nulled or unlicensed software * Never subcontract work without approval * Never contact or solicit Rocket Launcher clients directly * Never undertake additional chargeable work without approval ## Ongoing Opportunity There is no guaranteed minimum number of hours at the beginning. However, Rocket Launcher manages a growing portfolio of websites, domains, hosting accounts and maintenance clients. A reliable and technically capable person may receive: * Regular WordPress maintenance work * Hosting and domain-management tasks * Technical support requests * Website-update projects * Microsoft 365 work * Website and email migrations * API and platform-integration projects * Custom WordPress development * Full website-development projects * Greater technical responsibility * A more consistent ongoing workload We are looking for someone who wants to grow with Rocket Launcher and become the trusted technical specialist our wider team can rely on. ## How to Apply Begin your application with: **READY TO LAUNCH** Please include: 1. A summary of your WordPress maintenance experience. 2. Your experience managing hosting and cPanel accounts. 3. Your experience with domains, DNS and nameservers. 4. Your experience with Microsoft 365. 5. Your experience with WHMCS. 6. Your experience with Synergy Wholesale or similar providers. 7. Your experience completing integrations between websites and external platforms. 8. Examples of APIs, webhooks, CRMs, payment systems or automation tools you have worked with. 9. Your experience troubleshooting hacked, broken or unavailable websites. 10. Your process before completing WordPress updates. 11. How you test your work after completion. 12. How you explain technical issues to non-technical people. 13. Your hourly rate. 14. Your typical response time during working hours. 15. Your availability for urgent website issues. 16. Your location, time zone and usual working hours. 17. Whether you complete the work personally or use subcontractors. 18. Examples of relevant websites or technical projects you have supported. Please also answer this scenario: A client contacts us to advise that their WordPress website is unavailable, their website forms are not sending, their Microsoft 365 emails are not being received, and a third-party booking platform is no longer connecting to the website. A staff member recently changed settings within the domain account. Explain: * How you would investigate the issue * What systems and records you would check * The order in which you would complete your checks * How you would identify whether the issue relates to the domain, DNS, hosting, WordPress, Microsoft 365 or the third-party platform * How you would minimise further disruption * What information you would provide to the Rocket Launcher team * What preventative recommendations you would make afterwards Generic applications that do not answer the questions above will not be considered.