Technical Support Engineer

About Virtual Vision (V2)

Virtual Vision (V2) stands at the forefront of cloud technology and system integration in Saudi Arabia, delivering secure, high-performance IT solutions tailored to the evolving needs of enterprise clients. As a trusted partner, V2 empowers organizations to achieve operational excellence by providing end-to-end cloud services, system integration, and managed solutions that drive business growth while optimizing cost efficiency. With a state-of-the-art Tier-3 data center in Riyadh, V2 combines unparalleled computing power with advanced tools to ensure reliability, scalability, and performance. The company’s commitment to continuous improvement and customer-centric innovation enables businesses to reduce capital expenditure, streamline operations, and focus on their core competencies. By leveraging cutting-edge cloud solutions, V2 helps clients transform their IT infrastructure into a strategic asset that fuels long-term success.

Role Overview

As a Technical Support Engineer within the Cloud Operations Center (COC) team at V2, you will play a critical role in ensuring the seamless operation of customer environments hosted on V2 Cloud. This position is pivotal in maintaining 24/7 system reliability, providing first-line technical support, and acting as the primary interface between customers and our specialized support teams. You will monitor infrastructure, cloud services, and security systems, proactively identify potential issues, and deliver timely resolutions to maintain high service availability. Your expertise will be instrumental in upholding V2’s commitment to exceptional service quality and customer satisfaction.

Key Responsibilities

Proactive Monitoring & Alert Management

• Monitor customer systems, infrastructure, and cloud services using Zabbix monitoring solutions to ensure optimal performance and uptime.
• Supervise centralized dashboards to track the health and status of all customer environments in real time.
• Identify and address incidents, alerts, outages, and performance degradation proactively to prevent service disruptions.
• Perform initial diagnosis and first-level troubleshooting to resolve issues efficiently and within defined SLA timelines.
• Ensure critical alerts are acknowledged, prioritized, and escalated promptly to minimize impact on customer operations.

First-Line Technical Support & Incident Handling

• Serve as the first point of contact for customer incidents, service requests, and operational issues via the Jira ticketing system.
• Receive, track, update, and manage incidents through structured ticketing processes, ensuring accurate documentation and timely resolution.
• Handle standard operational requests, service checks, and routine support activities in alignment with established procedures.
• Maintain clear and professional communication with customers throughout the incident lifecycle, providing regular updates and status reports.
• Adhere to standard operating procedures (SOPs) and escalation matrices to ensure consistent and high-quality support delivery.

Escalation & Collaboration

• Escalate unresolved or complex issues to second-line support teams, including Infrastructure, Cloud, Security, Network, or specialized technical teams, ensuring complete and accurate handover of incident details.
• Follow up on escalated tickets until resolution, providing updates to customers and internal stakeholders as required.
• Collaborate closely with internal teams and external vendors to coordinate resolutions and ensure service continuity.

Reporting & Continuous Improvement

• Maintain meticulous documentation of tickets, incident histories, and resolution steps to support audit trails and compliance requirements.
• Prepare and present daily, weekly, and monthly operational reports to highlight trends, recurring issues, and areas for improvement.
• Document root causes of incidents and recommend preventive measures to enhance system reliability and reduce future disruptions.
• Participate in operational reviews and compliance activities to ensure adherence to industry standards and internal policies.

Operational Ownership & Shift Management

• Support all first-line operational activities required to maintain service excellence during day shifts, night shifts, weekends, and on-call periods as needed.
• Demonstrate adaptability and resilience in handling high-pressure situations while maintaining a customer-focused approach.
• Contribute to team initiatives aimed at improving monitoring tools, support processes, and overall operational efficiency.

Qualifications & Skills

Education & Experience

• Bachelor’s degree in Information Technology, Computer Science, Computer Engineering, or a related technical field.
• 2–3 years of hands-on experience in IT Operations, Cloud Operations, Network Operations Center (NOC), Service Desk, or System Administration.
• Proven experience with monitoring tools such as Zabbix and ticketing systems like Jira.

Technical Proficiency

• Solid understanding of Windows Server, Linux systems, VMware virtualization, networking fundamentals, firewalls, backup solutions, and cloud infrastructure.
• Familiarity with ITIL frameworks, particularly Incident Management, Change Management, and Escalation Processes.

Soft Skills & Competencies

• Exceptional troubleshooting, analytical, and problem-solving abilities with a methodical approach to issue resolution.
• Strong written and verbal communication skills, with the ability to interact professionally with customers and internal teams.
• Capacity to work effectively in a fast-paced, shift-based environment while maintaining focus and composure under pressure.