- Provide first-level technical support for our products, including troubleshooting and issue resolution.
- Monitor and maintain the operational status of the datacenter infrastructure.
- Respond to alerts and incidents in a timely manner, following established procedures and escalation paths.
- Perform routine datacenter operations tasks, such as equipment checks, environmental monitoring, and inventory management.
- Coordinate with internal teams and external vendors to resolve technical issues and ensure service continuity.
- Document and report incidents, activities, and maintenance tasks according to standard procedures.
- Contribute to the continuous improvement of support processes and datacenter operations.
- Prior experience in a technical support role, preferably in a product support or datacenter operations capacity.
- Strong understanding of IT infrastructure, including servers, networking, and storage systems.
- Ability to work effectively in a 24x5 shift environment, including nights, weekends, and public holidays.
- Excellent problem-solving and communication skills.
- Familiarity with ticketing systems and ITIL best practices is a plus.
- Relevant certifications in IT support and datacenter operations are advantageous.
