Support Engineer (L1)
Core
First-line technical support engineer for cloud services, handling customer incidents, diagnostics, and infrastructure management.
Role type
L1 Support Engineer (Cloud Infrastructure)
Builds
Cloud virtualization services (VMware, OpenStack) for enterprise clients
Domain
Cloud Computing / Virtualization
Required skills
TCP/IP, OSI, Windows/Linux servers, DNS, DHCP, AD, RDP/RDS, SNAT/DNAT, Firewall, monitoring systems (Zabbix), virtualization basics, backup systems (Veeam), incident management
Preferred skills
VPN configuration (WireGuard, OpenVPN, IPsec), network hardware (Cisco, MikroTik, Fortigate), IaaS/BaaS principles, SSL certificates, domain/hosting management, control panels (ISPmanager, cPanel, HestiaCP), mail servers
Technologies
VMware, OpenStack, Zabbix, Veeam, Windows, Linux, Cisco, MikroTik, Fortigate, WireGuard, OpenVPN, IPsec
Responsibilities
Process customer tickets via phone/email/ticketing system; Diagnose technical issues and escalate to L2/L3; Deploy virtual machines and configure backups/access/security; Migrate client infrastructure to cloud platform; Monitor system alerts; Coordinate technical work schedules with clients; Maintain SLA compliance
Seniority
Junior, hands-on IC