System Engineer (Level2)

NetPluz (M) Sdn Bhd; Kuala Lumpur; On-site; MYR 42,000 - 54,000; Full time

Job summary

NetPluz (M) Sdn Bhd is seeking a Level 2 Technical Support Engineer to provide advanced support for managed customers and internal infrastructure. You will ensure availability, performance and reliability of virtualisation, cloud and backup/disaster recovery environments.

Responsibilities include troubleshooting escalated incidents, building and maintaining Proxmox environments, managing AWS/Azure resources, and coordinating with vendors.

Qualifications

• Diploma or degree in IT, CS, or related field.
• Experience in Level 2/technical support.
• Proxmox virtualization experience.
• AWS and Azure cloud platform experience.
• Backup/data protection experience with Veeam/Acronis/Druva.
• Good networking and server administration knowledge.

Responsibilities

• Act as Level 2 support for escalated Level 1 incidents.
• Troubleshoot servers, virtualization hosts, cloud infra and backup jobs.
• Set up and maintain Proxmox VMs, clusters, storage.
• Manage AWS and Azure resources including IAM and networking.
• Configure backup solutions with Veeam, Acronis, and Druva.
• Guide Level 1 engineers on hardware, OS, network issues.
• Document incidents, resolutions, and SOPs.
• Provide rotating standby support after hours and weekends.
• Liaise with vendors and customers on issues.

Skills

Troubleshooting

Analytical skills

Networking basics

Server administration

Communication skills

Vendor liaison

Education

Diploma/Degree in IT or related field

Tools

Proxmox

AWS

Azure

Veeam

Acronis

Druva

Job description

Join the technical support team as a Level 2 Technical Support Engineer, providing advanced support for managed customers and internal infrastructure. You will help ensure the availability, performance and reliability of virtualisation, cloud and backup/disaster recovery environments, working daily from 9:00am to 6:00pm, Monday to Friday, with rotating standby support after office hours, on weekends and on public holidays.

Key responsibilities

Act as Level 2 support, handling cases escalated from Level 1 (NOC) engineers on system department related incidents.

Perform in-depth troubleshooting and root-cause analysis of servers, virtualization hosts, cloud infrastructure and backup jobs escalated by Level 1 (NOC) engineers.

Set up, configure and maintain Proxmox virtual environments, including VM provisioning, resource allocation and cluster/storage management.

Set up, configure and maintain AWS and Azure cloud resources (compute, storage, networking, security groups, IAM, backup/DR configurations).

Set up, configure and maintain backup and data protection solutions using Veeam, Acronis and Druva, including scheduling, monitoring backup jobs and performing restores.

Guide and support Level 1 (NOC) engineers on hardware, OS, network and application issues; elevate unresolved cases to Level 3/vendor support where required.

Work daily hours of 9:00am - 6:00pm (Monday - Friday).

Provide rotating standby support after office hours, on weekends and on public holidays, responding promptly to critical alerts.

Document incidents, resolutions, configuration changes and standard operating procedures (SOPs).

Liaise with vendors, service providers and customers on technical issues and service requests.

Support other ad-hoc infrastructure administration and managed services delivery tasks as assigned.

What we're looking for

Diploma/Degree in Information Technology, Computer Science, or a related field, with prior experience in a Level 2/technical support role.

Prior experience or good working knowledge of Proxmox virtualization (setup, configuration and maintenance).

Prior experience or good working knowledge of AWS and Azure cloud platforms (setup, configuration and maintenance).

Prior experience or good working knowledge of Veeam, Acronis and Druva backup/data protection solutions (setup, configuration and maintenance).

Solid understanding of networking, server administration and IT infrastructure concepts, sufficient to guide Level 1 (NOC) engineers and resolve escalated cases.

Willing and able to work daily hours of 9:00am - 6:00pm (Monday - Friday).

Willing and able to provide rotating standby support after office hours, on weekends and on public holidays.

Good troubleshooting, analytical and problem-solving skills.

Good communication skills, with the ability to liaise with customers and vendors professionally.

Relevant certifications (e.g. AWS, Azure, Veeam VMCE, Proxmox) are an advantage but not mandatory.