Technical Support Engineer - KSA

Role Overview

We are looking for a proactive and analytical Level 1 Support Engineer to join our IT Managed Services team. In this critical role, you will serve as the first point of contact for technical incidents and service requests, ensuring seamless resolution across enterprise IT infrastructure, cloud environments, networking, and security systems. Your expertise in troubleshooting, system monitoring, and customer service will be instrumental in maintaining operational excellence and delivering high-quality IT support.

Key Responsibilities

• First-Level Technical Support: Respond to and resolve IT incidents and service requests with a focus on timely resolution and accurate documentation, ensuring adherence to service level agreements (SLAs).
• Infrastructure Monitoring & Alert Management: Proactively monitor compute, storage, networking, security, and cloud environments, responding to alerts and performing initial diagnostics to identify and address issues before they escalate.
• System Administration & Maintenance: Conduct routine system health checks, log analysis, and basic maintenance tasks to ensure optimal performance and reliability of IT infrastructure.
• Configuration & Provisioning Support: Assist in the configuration, provisioning, and maintenance of IT systems, including virtualization platforms, cloud services, security appliances, and networking devices.
• Incident Escalation & Knowledge Transfer: Collaborate with Level 2 and Level 3 support teams to escalate complex issues, ensuring proper documentation and knowledge transfer to facilitate efficient resolution.
• ITSM Process Adherence: Follow established IT service management (ITSM) processes and best practices, including ticketing systems (ServiceNow) and incident management workflows, to maintain compliance and operational efficiency.
• Disaster Recovery & Data Integrity: Support backup and disaster recovery operations to ensure data availability, integrity, and compliance with organizational policies.
• Security & Access Management: Assist in identity verification, access management, and security compliance procedures to uphold organizational security standards and mitigate risks.
• Documentation & Knowledge Sharing: Maintain detailed records of troubleshooting steps, issue resolutions, and system configurations in the knowledge base to support continuous improvement and team collaboration.
• Shift-Based & On-Call Support: Participate in shift-based operations, including weekends and on-call duties, to provide uninterrupted technical support and incident response.

Qualifications & Skills

• Education & Experience: Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent professional experience). Minimum of 1-3 years in an IT support or infrastructure monitoring role.
• Technical Proficiency: Solid understanding of enterprise IT infrastructure, including compute, storage, networking, security, and cloud platforms. Familiarity with monitoring tools for system health checks and log analysis is essential.
• ITSM & Ticketing Systems: Hands-on experience with ITSM tools such as ServiceNow and ticketing systems to manage and track incidents efficiently.
• Networking Fundamentals: Working knowledge of networking concepts, including TCP/IP, DNS, DHCP, VPN, and VLANs, to troubleshoot connectivity and performance issues.
• Troubleshooting & Analytical Skills: Strong diagnostic abilities with a methodical approach to problem-solving, enabling quick identification and resolution of technical issues.
• Communication & Collaboration: Excellent verbal and written communication skills, with the ability to articulate technical concepts clearly to both technical and non-technical stakeholders. A customer-centric mindset with a focus on delivering exceptional service.
• Adaptability & Teamwork: Ability to thrive in a fast-paced, collaborative environment, working effectively with cross-functional teams to achieve operational goals.

Preferred Qualifications

• Relevant certifications such as VMware VCTA, CompTIA A+, ITIL Foundation, or Microsoft Certified: Modern Desktop Administrator.
• Experience with automation tools and scripting languages (e.g., PowerShell, Bash, Python) to streamline repetitive tasks and enhance efficiency.
• Basic familiarity with cloud computing platforms (e.g., AWS, Azure, Google Cloud) and hybrid cloud environments.
• Understanding of cybersecurity principles, endpoint protection solutions, and identity and access management tools.
• Exposure to IT asset management, compliance tracking, and containerized environments (e.g., Docker, Kubernetes).

About Rackspace Technology

Rackspace Technology is a global leader in multicloud solutions, empowering businesses to harness the full potential of cloud and digital transformation. By integrating cutting-edge technologies across applications, data, and security, we deliver end-to-end solutions tailored to our customers’ unique challenges. Our commitment to innovation, operational excellence, and customer success has earned us recognition as a top workplace by Fortune, Forbes, and Glassdoor. As a Racker, you will join a dynamic team united by a shared mission to drive technological advancement, empower customers, and shape the future of IT.