PCoE Support Engineer

Key Responsibilities

• Provide Level 2 Platform support for enterprise infrastructure services including Cloud, Virtualization, Server, Database, Backup, Monitoring, and End-User Computing platforms.

• Monitor infrastructure health and respond to alerts and incidents.

• Troubleshoot and resolve infrastructure-related issues within agreed service levels.

• Perform routine operational activities, maintenance tasks, and system health checks.

• Execute approved changes following established processes and procedures.

• Support backup, recovery, patching, and compliance activities.

• Coordinate with internal teams, vendors, and service providers to resolve issues.

•  Participate in major incident and problem management activities when required.

• Maintain operational documentation, knowledge articles, and support procedures.

• Contribute to continuous service improvement and operational excellence initiatives.

• Ensure effective communication and handover during shift transitions.

• Support infrastructure services within a 24x5 operational environment.

Shift Requirements

• This is a shift-based role within a 24x5 support model, including:
  - Day, evening, and night shifts
  - Weekend and holiday coverage (as per rotation schedule)

• Strong requirement for effective handover communication between shifts

• Flexibility to adapt to rotational schedules across time zones

Required Skills & Qualifications

Technical Skills

• Strong understanding of:

• Microsoft Azure Infrastructure Services (Virtual Machines, Storage, Networking, Monitoring, Backup)

• Oracle Cloud Infrastructure (OCI) Compute, Storage, and Networking Services

• VMware vSphere, ESXi, vCenter, and Dell EMC vxRail Platforms

• Microsoft Hyper-V Virtualization

• Windows Server Administration (2016/2019/2022)

• Active Directory, DNS, Group Policy (GPO), and Access Management

• Citrix Virtual Apps and Desktops (CVAD)

• Azure Virtual Desktop (AVD)

• Linux Administration (Red Hat Enterprise Linux and Oracle Linux)

• Microsoft SQL Server Operations and Monitoring

• Oracle Database and Oracle E-Business Suite (EBS) Support

• Commvault and Metallic Backup Solutions

• Infrastructure Monitoring and Event Management Tools

• SSL/TLS Certificate Lifecycle Management

• IT Service Management Platforms (ServiceNow or equivalent)

• Hands-on experience with:

• Infrastructure monitoring and alert management

• Incident investigation and troubleshooting

• Service request fulfillment

• Basic server provisioning and decommissioning activities

• Patch coordination and compliance validation

• Backup monitoring and restore validation

• User access administration and permission management

• Infrastructure health checks and operational maintenance activities

• Change implementation following approved procedures

• Vendor and third-party coordination for issue resolution

• Perform L2 troubleshooting and issue resolution across multiple infrastructure technologies

• Analyze monitoring alerts, logs, and system events

• Escalate complex issues to L3 teams with appropriate diagnostics

• Support standard operational and maintenance activities

• Follow established operational procedures, runbooks, and support documentation

• Work effectively within a 24x5 support environment

Experience

• 4–8 years of experience in Infrastructure Operations, Platform Support, Cloud Operations, or Enterprise IT Support environments.

• Experience working within a shift-based or 24x5 support model.

• Proven experience managing incidents, changes, and operational activities in enterprise environments.

Nice-to-Have

• Automation and scripting knowledge

• Exposure to hybrid cloud environments

• Experience with enterprise monitoring platforms

• Understanding of infrastructure security and compliance frameworks

• Experience working with global support teams

Salary range: 173,371 Ron - 221,388 Ron

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