Technical Support Engineer

Job Summary

The Cloud Operations Center (COC) team is responsible for providing 24/7 monitoring, first-line support, and operational response for customer environments hosted and managed by V2 Cloud. The team ensures continuous monitoring of infrastructure, cloud services, servers, networks, security systems, and customer environments using centralized monitoring solutions and dashboards. COC serves as the first point of contact for customer incidents, alerts, service requests, and operational issues through ticketing system, ensuring proper handling, troubleshooting, communication, and escalation to second-line support teams when required.

• Monitor customer systems, infrastructure, and cloud services using Zabbix monitoring solutions
• Supervise the centralized dashboard for all customer environments
• Identify incidents, alerts, outages, and performance degradation proactively
• Perform initial diagnosis and first-level troubleshooting
• Ensure critical alerts are handled within defined SLA timelines

• Provide first-line technical support for customers across all managed services
• Receive, track, update, and manage incidents through Jira ticketing system
• Handle standard operational requests, service checks, and known support activities
• Maintain proper communication with customers regarding incidents and updates
• Follow standard operating procedures (SOPs) and escalation matrices

• Escalate unresolved issues to second-line support teams (Infrastructure, Cloud, Security, Network, or Specialized Teams)
• Ensure complete and accurate handover of incident details during escalation
• Follow up on escalated tickets until closure

• Maintain accurate ticket documentation and incident history
• Prepare daily, weekly, and monthly operational reports
• Document recurring incidents, root causes, and recommendations for improvement
• Support audit, compliance, and operational review activities

• Support all first-line operational activities required across the company
• Coordinate with internal teams and vendors when necessary
• Ensure service continuity during day shifts, night shifts, weekends, and on-call periods if required

• Bachelor’s degree in IT, Computer Science, Computer Engineering, or a related field
• 2–3 years of experience in IT Operations, Cloud Operations, NOC, Service Desk, or System Administration
• Hands-on experience with monitoring tools such as Zabbix
• Experience using Jira for incident and ticket management
• Basic knowledge of Windows Server, Linux systems, VMware virtualization, networking fundamentals, firewalls, backup solutions, and cloud infrastructure
• Understanding of ITIL concepts, especially Incident Management, Change Management, and Escalation Processes
• Strong troubleshooting, analytical, and problem-solving skills
• Good communication skills with the ability to handle customer-facing support
• Ability to work in shift-based operations, including night shifts and weekends if required
• Strong documentation, reporting, and operational follow-up skills
• Relevant certifications are considered an advantage (such as cloud, system administration, networking, or security certifications)