Technical Support Engineer📣 إعلان

About the Role

Virtual Vision (V2), a Saudi-based provider of cloud technology and system integration services, is seeking a Technical Support Engineer to join its Cloud Operations Center (COC) team in Riyadh. This full-time position involves providing 24/7 monitoring, first-line support, and operational response for customer environments hosted and managed by V2 Cloud. The role requires a proactive approach to ensuring the continuous operation and performance of critical IT infrastructure.

Responsibilities of the Technical Support Engineer

The Technical Support Engineer will be responsible for several key areas within the Cloud Operations Center:

• Monitoring and Alert Management: Proactively monitor customer systems, infrastructure, and cloud services using Zabbix, supervising the centralized dashboard. This includes identifying incidents, alerts, outages, and performance degradation, performing initial diagnosis and first-level troubleshooting, and ensuring critical alerts are handled within defined SLA timelines.
• First-Line Support: Provide technical support to customers across all managed services, managing incidents through the Jira ticketing system. This involves handling operational requests, service checks, maintaining customer communication, and adhering to standard operating procedures and escalation matrices.
• Escalation Management: Escalate unresolved issues to appropriate second-line support teams, ensuring complete and accurate handover of incident details and following up on escalated tickets until closure.
• Reporting and Documentation: Maintain accurate ticket documentation and incident history, prepare operational reports, and document recurring incidents and recommendations for improvement. Support audit and compliance activities.
• Operational Ownership: Support first-line operational activities, coordinate with internal teams and vendors, and ensure service continuity across various shifts and on-call periods as required.

Required Qualifications and Experience

Candidates for this role should possess the following qualifications:

• A Bachelor’s degree in IT, Computer Science, Computer Engineering, or a related field.
• Between 2 to 5 years of experience in IT Operations, Cloud Operations, NOC, Service Desk, or System Administration.
• Hands-on experience with monitoring tools, specifically 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, particularly 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.
• Strong documentation, reporting, and operational follow-up skills.
• Relevant certifications (cloud, system administration, networking, or security) are considered an advantage.

Work Environment and Location

This is a full-time position based in Riyadh. The role operates within the Cloud Operations Center (COC) team, which provides 24/7 support. The work environment requires adherence to defined service level agreements (SLAs) and operational procedures.