Job Description: PCoE Support Engineer (L2 Support - Shift-Based 24x5)

Role Overview:
Provide Level 2 Platform support across enterprise infrastructure services, ensuring the availability, stability, security, and performance of cloud, server, virtualization, database, backup, and monitoring platforms. Responsible for incident resolution, operational maintenance, change execution, and continuous service improvement within a 24x5 support environment.

Key Responsibilities:
- Provide Level 2 Platform support for enterprise infrastructure services including Cloud, Virtualization, Server, Database, Backup, Monitoring, and End-User Computing platforms.
- Monitor infrastructure health and respond to alerts and incidents.
- Troubleshoot and resolve infrastructure-related issues within agreed service levels.
- Perform routine operational activities, maintenance tasks, and system health checks.
- Execute approved changes following established processes and procedures.
- Support backup, recovery, patching, and compliance activities.
- Coordinate with internal teams, vendors,



and service providers to resolve issues.
- Participate in major incident and problem management activities when required.
- Maintain operational documentation, knowledge articles, and support procedures.
- Contribute to continuous service improvement and operational excellence initiatives.
- Ensure effective communication and handover during shift transitions.
- Support infrastructure services within a 24x5 operational environment.

Shift Requirements:
- This is a shift-based role within a 24x5 support model, including:
- Day, evening, and night shifts
- Weekend and holiday coverage (as per rotation schedule)
- Strong requirement for effective handover communication between shifts
- Flexibility to adapt to rotational schedules across time zones

Required Skills & Qualifications:
Technical Skills:
- Strong understanding of:
- Microsoft Azure Infrastructure Services (Virtual Machines, Storage, Networking,

📌 Pcoe Support Engineer (Monterrey)
🏢 Flsmidth
📍 Monterrey