Engineer - Systems Support - Managed Services (Fixed Term)

About the role

**Job Description** * Provide hands-on troubleshooting and resolution for critical technical issues, dedicating 50% of your time to direct customer problem-solving * Streamline the escalation process for L2/L3 handoffs, providing detailed solution requirements and maintaining SLA adherence * Collaborate with Support, Product, and Engineering to identify and resolve recurring issues, and ensure continuous product improvement * Create and manage internal knowledge bases, runbooks, and troubleshooting guides, contributing to public documentation as needed * Lead the implementation of the technical support strategy, to scale and deliver world-class client service * Write and maintain custom scripts to increase system efficiency and lower the human intervention time on any tasks * Liaise with vendors and other IT personnel for problem resolution **Person Specification** * 2+ years of experience in technical escalation or support engineering. * Excellent communication skills in the English language * Experience using IT systems monitoring tools (e.g Prometheus, Grafana, Kibana, Loki etc * Experience in scripting (e.g., bash, Perl, Python, Golang) * Basic knowledge on networking concepts (OSI network layers, TCP/IP) * Basic knowledge on database management systems (Oracle, MySQL) * An understanding of cloud technologies ( e.g AWS, Azure, GCP) * An understanding of containerization technologies and container orchestration tools (e.g docker, kubernetes) * Certifications related to Cloud Operations, Containerization and System Administration will be an added advantage (e.g. AWS, Azure, GCP, Redhat, Linux Foundation, VMware, etc.)