Associate Support Engineer

Core Responsibilities

• 24/7 Monitoring & Alerting: Continuously watch over cloud infrastructure, network traffic, servers, and applications using monitoring tools to detect and resolve issues proactively.
• Incident Management & Troubleshooting: Diagnose and resolve network, server, and cloud-specific issues within agreed Service Level Agreements (SLAs).
• Escalation: Identify, document, and escalate complex issues to Tier II, Tier III, or engineering teams.
• Maintenance & Updates: Perform patch management, system upgrades, and routine maintenance to maintain system security.
• Documentation: Maintain detailed documentation of incidents, resolutions, and network performance, including generating incident reports.
• Support & Communication: Provide technical support to internal teams and clients.

Required Skills And Qualifications

• Technical Expertise: Strong understanding of IP networks, cloud platforms (e.g., AWS, Azure, GCP), Linux operating systems, and network troubleshooting tools.
• Experience: Previous experience in a NOC environment or similar IT infrastructure support role is typically required.
• Analytical Skills: Strong problem-solving skills to analyze root causes and fix issues.
• Communication: Excellent verbal and written skills to interact with clients and other IT teams.
• Flexibility: Availability to work in shifts, including nights and weekends (24/7 environment).

Qualifications

• Bachelor’s Degree in computer science, information systems, or a related field is often preferred.