PCoE Support Engineer
Empresa : Fls Global Tipo de empleo : Jornada completa Monterrey, Mexico

Descripción del trabajo - PCoE Support Engineer
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 (2016/2019/2022)

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 global support teams

We offer all employees access to a dedicated recognition platform, empowering you to celebrate achievements, share appreciation and stay connected globally.

Sobre la empresa
Fls Global

FLSmidth is the full flowsheet technology and service supplier to the global mining and cement industries.

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