XTN-B01B455 | 1ST LEVEL SUPPORT ENGINEER

About the Role
We    are    looking    for    a    proactive    and    reliable    1st    Level    Support    Engineer    to    join    our    
operations    team.    In    this    role,    you    will    be    the    first    point    of    contact    for    customer    support    
tickets    and    will    coordinate    with    on-site    “smart    hands”    technicians    in    the    data    center.    You    
will    provide    initial    troubleshooting,    escalate    issues    when    needed,    and    ensure    smooth    
communication    between    customers,    operations,    and    engineering    teams.
This    position    is    on-site    and    is part    of    a    24x7    operations    model,    with    future    potential    for    
shift-based    schedules.

Key Responsibilities
• Respond    to    and    manage    customer    support    tickets    in    a    timely,    professional    manner.
• Perform    initial    troubleshooting    for    Linux    systems,    virtualization    platforms,    and    
network-related    issues.
• Coordinate    with    on-site    data    center    technicians    (“smart    hands”)    to    execute    tasks    such    as    
hardware    checks,    cabling,    and    device    resets.
• Escalate    issues    to    higher-level    support    or    engineering    teams    as    needed,    providing    clear    
documentation.
• Monitor    system    alerts,    logs,    and    dashboards    to    proactively    identify    issues.
• Contribute    to    internal    knowledge    base    and    process    improvements.
• Ensure    high    standards    of    reliability,    accountability,    and    confidentiality    in    all    work.
Required Skills & Experience
• Strong    foundation    in    Linux    system    administration.
• Hands-on    experience    with    Ansible    for    automation    and    configuration    management.
• Understanding    of    virtualization    technologies    (e.g.,    KVM,    VMware,    or    similar).
• Good    knowledge    of    TCP/IP    networking    basics    (routing,    DNS,    firewalls,    troubleshooting    
tools).
• Strong    problem-solving    skills    with    the    ability    to    work    independently    and    take    initiative.
• Excellent    written    and    verbal    communication    skills    in    English.
• Ability    to    coordinate    effectively    with    remote    teams    and    data    center    staff.
• Trustworthy,    reliable,    self-organize,    and    able    to    handle    sensitive    information    
responsibly.
• Can    work    with    minimum    supervision.    
Nice to Have
• Familiarity    with    monitoring    systems and    alerting (e.g.,    Prometheus,    Zenduty).
• Familiriaty    with    ticketing    system    (e.g. Jira,    Zendesk)
• Experience    working    in    cloud    or    large-scale    infrastructure    environments.
• Scripting    knowledge    (e.g.,    Bash,    Python)
Working Conditions
• Nice    coworking    space.
• Participation    in    a    24x7    support    rotation    (including    nights,    weekends,    and    holidays    as    
needed).
• Flexibility    to    adapt    to    shift-based    schedules    in    the    future.
Why Join Us
• Be    part    of    a    global,    mission-critical    operations    team.
• Gain    experience    in    large-scale    infrastructure    and    automation.
• Opportunities    for    growth    into    higher-level    support    or    engineering    roles.
• Collaborative,    supportive,    and    innovation-driven    environment

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