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, Monitoring, Backup)
Oracle Cloud Infrastructure (OCI) Compute, Storage, and Networking Services
VMware vSphere, ESXi, vCenter, and Dell EMC vxRail Platforms
Microsoft Hyper-V Virtualization
Windows Server Administration ***************)
Active Directory, DNS, Group Policy (GPO), and Access Management
Citrix Virtual Apps and Desktops (CVAD)
Azure Virtual Desktop (AVD)
Linux Administration (Red Hat Enterprise Linux and Oracle Linux)
Microsoft SQL Server Operations and Monitoring
Oracle Database and Oracle E-Business Suite (EBS) Support
Commvault and Metallic Backup Solutions
Infrastructure Monitoring and Event Management Tools
SSL/TLS Certificate Lifecycle Management
IT Service Management Platforms (ServiceNow or equivalent)
Hands-on experience with:
Infrastructure monitoring and alert management
Incident investigation and troubleshooting
Service request fulfillment
Basic server provisioning and decommissioning activities
Patch coordination and compliance validation
Backup monitoring and restore validation
User access administration and permission management




Infrastructure health checks and operational maintenance activities
Change implementation following approved procedures
Vendor and third-party coordination for issue resolution
Ability to:
Perform L2 troubleshooting and issue resolution across multiple infrastructure technologies
Analyze monitoring alerts, logs, and system events
Escalate complex issues to L3 teams with appropriate diagnostics
Support standard operational and maintenance activities
Follow established operational procedures, runbooks, and support documentation
Work effectively within a 24x5 support environment
Experience
4–8 years of experience in Infrastructure Operations, Platform Support, Cloud Operations, or Enterprise IT Support environments.
Experience working within a shift-based or 24x5 support model.
Proven experience managing incidents, changes, and operational activities in enterprise environments.
Soft Skills
Strong analytical and problem-solving skills
Ability to work independently and take technical ownership
Excellent communication and stakeholder management skills
Ability to perform under pressure in a high-availability enterprise environment
Proficiency in written and spoken English is a must
Nice-to-Have
Automation and scripting knowledge
Exposure to hybrid cloud environments
Experience with enterprise monitoring platforms
Understanding of infrastructure security and compliance frameworks
Experience working with integral support teams
We offer all employees access to a dedicated recognition platform, empowering you to celebrate achievements, share appreciation and stay connected globally.

📌 Pcoe Support Engineer (Xico)
🏢 FLS Global
📍 Xico