Technical Support Engineer

About the role

The Cloud Operations Center (COC) at V2 Cloud provides 24/7 monitoring and first‑line support for customer environments hosted and managed by the company. As a Technical Support Engineer you will be the first point of contact for incidents, alerts and service requests, ensuring timely resolution and proper escalation.

Key responsibilities

• Monitor customer systems, infrastructure and cloud services using Zabbix and a centralized dashboard.
• Identify incidents, alerts, outages and performance degradation, and perform initial diagnosis and first‑level troubleshooting.
• Handle critical alerts within defined SLA timelines and provide first‑line technical support across all managed services.
• Receive, track, update and manage incidents through Jira, maintaining clear communication with customers.
• Escalate unresolved issues to second‑line teams, ensuring accurate handover and follow‑up until closure.
• Maintain accurate ticket documentation, incident history and prepare operational reports.
• Support audit, compliance and operational review activities.
• Coordinate with internal teams and vendors to ensure service continuity during day shifts, night shifts, weekends and on‑call periods.

Required profile

• 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.
• Understanding of ITIL concepts, especially Incident Management, Change Management and Escalation Processes.
• Strong troubleshooting, analytical and problem‑solving abilities.
• Good communication skills for interacting with customers and internal teams.

Required skills

• Zabbix monitoring tool.
• Jira ticketing system.
• Windows Server administration.
• Linux system administration.
• VMware virtualization.
• Networking fundamentals.
• Firewalls.
• Backup solutions.
• Cloud infrastructure knowledge.
• ITIL incident and change management concepts.