Support Engineer

📋 Description Act as technical lead in Operations Support; manage escalations within SLAs. Support Premier level customers per procedures and priorities. Resolve complex issues across networking, security, virtualization, storage, and DR. Collaborate with Platform Engineers for advanced troubleshooting and root-cause analysis. Update internal docs and customer materials; drive operational improvements. Provide after-hours on-call support; use ServiceNow for ticketing. 🎯 Requirements Exceptional written and verbal communication skills. Ability to manage multiple assignments with minimal supervision. Professional demeanor under stress; willingness to learn. 5+ years cross-platform support; 3+ years in Cloud MSP. Cisco routers/switches experience; Linux/Windows basics. Cloud orchestration (Ansible/Terraform); backup/DR (Veeam/VCDA); VMware.