About this role
Main responsibilities Support the Team Leader in coordinating the daily work of Support Engineers. Monitor the ticket queue, distribute tasks, and balance the team’s workload. Track response and resolution times and ensure compliance with SLAs. Act as an escalation point for complex customer and infrastructure-related issues. Participate directly in troubleshooting and incident resolution. Coordinate critical incidents with Network, Cloud, Infrastructure, Provisioning, and other teams. Assist with onboarding, training, and mentoring new and existing employees. Review support cases and provide team members with constructive feedback. Help maintain internal procedures, troubleshooting guides, and knowledge base articles. Identify recurring problems and suggest improvements to support processes. Prepare operational reports and communicate risks or resource issues to the Team Leader. Maintain a professional standard of customer communication. Take responsibility for team operations during the Team Leader’s absence. Requirements At least three years of experience in technical support, system administration, hosting, cloud infrastructure, or a similar IT role. Previous experience as a Senior Support Engineer, Shift Leader, mentor, or team coordinator. Practical knowledge of Linux and/or Windows server environments. Good understanding of networking, DNS, virtualization, cloud technologies, and server hardware. Experience with ticketing systems, SLAs, incident management, and escalation procedures. Strong troubleshooting, prioritization, and decision-making skills. Ability to coordinate technical incidents and remain effective under pressure. Good leadership, communication, and conflict-resolution abilities. Experience providing feedback, training, or technical guidance to colleagues. English at Upper-Intermediate level or higher. Availability to work according to the team’s shift schedule. Nice to have Experience in hosting, cloud, telecommunications, SaaS, or data-centre operations. Familiarity with ITIL or other IT service-management practices. Experience with infrastructure monitoring and incident-management tools. Experience working with an international or distributed team.