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Technical Support Engineer
Virtual Vision (V2)
Riyadh, KSA
Full Time
Mid
Onsite
2 weeks ago
ZabbixJiraWindows ServerLinuxVMwareNetworking
Free
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About the Role
Virtual Vision (V2) is hiring a Technical Support Engineer for its Cloud Operations Center in Riyadh. The role involves 24/7 monitoring, first-line support, and incident management for customer environments using Zabbix and Jira.
Key Skills for This Role
ZabbixJiraWindows ServerLinuxVMwareNetworking
Responsibilities
- Monitor customer systems, infrastructure, and cloud services using Zabbix monitoring solutions
- Supervise the centralized dashboard for all customer environments
- Identify incidents, alerts, outages, and performance degradation proactively
- Perform initial diagnosis and first level troubleshooting
- Ensure critical alerts are handled within defined SLA timelines
- Provide first line technical support for customers across all managed services
- Receive, track, update, and manage incidents through Jira ticketing system
- Handle standard operational requests, service checks, and known support activities
- Maintain proper communication with customers regarding incidents and updates
- Follow standard operating procedures (SOPs) and escalation matrices
- Escalate unresolved issues to second line support teams
- Maintain accurate ticket documentation and incident history
Requirements
- Bachelor’s degree in IT, Computer Science, Computer Engineering, or a related field
- 2–3 years of experience in IT Operations, Cloud Operations, NOC, Service Desk, or System Administration
- Hands on experience with monitoring tools such as 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, especially 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 if required
- Strong documentation, reporting, and operational follow up skills
Full Job Posting
Company Description
- Virtual Vision (V2) is a Saudi based premier provider of cloud technology and system integration services.
- V2 operates its own Tier 3 data center in Riyadh.
Job Summary
- The Cloud Operations Center (COC) team provides 24/7 monitoring, first line support, and operational response for customer environments.
- COC serves as the first point of contact for customer incidents, alerts, service requests, and operational issues.
Key Responsibilities
- Monitor customer systems, infrastructure, and cloud services using Zabbix monitoring solutions
- Supervise the centralized dashboard for all customer environments
- Identify incidents, alerts, outages, and performance degradation proactively
- Perform initial diagnosis and first level troubleshooting
- Ensure critical alerts are handled within defined SLA timelines
- Provide first line technical support for customers across all managed services
- Receive, track, update, and manage incidents through Jira ticketing system
- Handle standard operational requests, service checks, and known support activities
- Maintain proper communication with customers regarding incidents and updates
- Follow standard operating procedures (SOPs) and escalation matrices
- Escalate unresolved issues to second line support teams
- Ensure complete and accurate handover of incident details during escalation
Required Qualifications
- Bachelor’s degree in IT, Computer Science, Computer Engineering, or a related field
- 2–3 years of experience in IT Operations, Cloud Operations, NOC, Service Desk, or System Administration
- Hands on experience with monitoring tools such as 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, especially 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 if required
- Strong documentation, reporting, and operational follow up skills
- Relevant certifications are considered an advantage (such as cloud, system administration, networking, or security certifications)
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