IT Support Engineer has the responsibility of monitoring On-Premise and Cloud Infrastructure including network, servers, applications, etc. Moment the system malfunctions and throws the alarm then the IT Support engineers will have to quickly do a sanity check and validate if the alarm can be cleared immediately. If the issue cannot be fixed, then he needs to escalate the case immediately to the respective support teams. He/She should be involved in DevOps lifecycle processes and support managing DevOps processes.
– 24/5 shift


- Provide timely response to all incidents, outages and performance alerts. Categorize issues for escalation to appropriate technical teams
- Recognize, identify and prioritize incidents in accordance with business requirements, organizational policies and operational impact
- Collect and review performance reports for various systems, and report trends of different counters (e.g. Server, Application, Network, etc.) to assist senior technical personnel to predict future issues or outages
- Monitor a wide variety of information and network systems that include, but are not limited to IT circuits, LAN/WAN systems, routers, switches, firewalls, VoIP systems, servers, storage, backup, operating systems and core applications
- Document all actions in accordance with standard company policies and procedures
- Notify third-party service providers of issues, outages and remediation status
- Work with internal and external technical and service teams to create and/or update knowledge base articles
- Perform basic systems testing and operational tasks (network connectivity testing, script execution, etc.)
- Support multiple technical teams in 24 x 5 environment operational environments with high up-time requirements. Varied shift schedules may include day, evening or overnight hours
- DevOps CI/CD pipelines management

Required Qualifications:

- Bachelor’s Degree in Computer Science, Engineering or equivalent
- At least 3 years of experience supporting an enterprise network
- Knowledge and hands on experience in Windows and Linux Servers
- Intermediate Linux (Red Hat, CentOS) CLI experience
- Experience using Microsoft Windows 2012 R2 in a medium environment
- Familiar with DevOps tools e.g. Jenkins, GitLab, Docker, etc
- Experience using IT Support tools
- Natural aptitude for dealing with people
- Excellent verbal, written, and interpersonal skills
- Ability to quickly assess and address problems, escalating as necessary
- Strong analytical and reasoning skills
- Detail oriented and capable of working on multiple problems simultaneously
- Must be willing and able to work non-standard work shifts, including evenings, overnight, holidays, and weekends
- Excellent English communication skills, both written and spoken