Support Engineer

Description

• Update and improve internal documentation and knowledge base articles based on resolved issues.
• Initiate pre-emptive actions to mitigate problems before they impact users or services.
• Assist with gathering information for developers or support teams to diagnose deep-rooted issues.
• Monitor system alerts and automated notifications, proactively responding to issues.
• Follow standard operating procedures and utilize the internal knowledge base for resolution.
• Serve as the first point of contact for users reporting incidents or requesting service.
• Apply configuration changes, patching, or workaround solutions as appropriate.
• Work in accordance with client SLAs, ensuring timely resolution and clear communication.
• Participate in incident reviews, problem management, and client meetings as needed.
• Maintain accurate ticket records and activity logs.
• Identify recurring problems and recommend improvements to processes, documentation, or system design.
• Keep users informed of progress and status of their tickets, ensuring customer satisfaction.
• Participate in scheduled on-call or out-of-hours support to meet 24/7 system requirements.
• Provide insights and technical input during user acceptance testing or after software releases.
• Liaise with development, infrastructure, or DevOps teams for further escalation or root cause analysis.
• Log, categorize, and prioritize tickets using the incident management system (e.g., OTRS).
• Uphold data privacy and security practices in all support interactions.
• Investigate and resolve complex or escalated incidents beyond frontline capability.
• Initiating and managing escalation and triggering of Disaster Recovery protocols.
• Provide user support for application access, navigation, errors, and general usage queries.
• Analyze logs, perform configuration checks, and replicate issues in test environments.
• Perform periodic health checks and analyze system logs for signs of degradation or failure.

Requirements

• Proactive and able to anticipate issues before they arise.
• Prior experience supporting IT systems within the oil & gas, renewables, marine logistics, and port operations sectors.
• Certifications such as SUSE Linux or Kubernetes Administrator (CKA).
• Excellent communication skills and a proven track-record of effective liaise effectively with internal teams and external vendors.
• Familiarity with virtualisation technologies, specifically managing virtual machines in hypervisor environments.
• Prior experience in a technical support or systems administration role, preferably within containerised infrastructure environments.
• Experience of using third-party open-source Kubernetes plugins such Prometheus, PostgreSQL, Rook Ceph, KeyCloak.
• Ability to manage multiple tasks effectively under pressure.
• Ability to interpret and utilise system monitoring tools and dashboards such as the Grafana data visualization and dashboard platform.
• Ability to support web applications, API servers, and integrated external data sources.
• Proficient in diagnosing network issues and basic SAN storage management.
• Strong analytical and problem-solving skills.
• Degree or Diploma in IT, Computer Science, or related field with 2+ years of relevant experience in IT/application support.
• Practical experience and understanding of Kubernetes, specifically SUSE RKE2 (essential).
• Detail-oriented with excellent documentation skills.
• Strong foundational knowledge in Linux operating systems, ideally with experience in SUSE Linux (essential).

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance