System and Storage Support Engineer (L2), Managed Services

Your tasks

As an L2 System and Storage Support Engineer, you are the main resolver for system and storage tickets raised by our Managed Services clients. You are expected to resolve at least 80% of system-related tickets yourself, covering servers, virtualisation, backup, Microsoft infrastructure and Microsoft 365. Complex or high-severity issues go to our L3 Technical Lead, and you escalate them with clear diagnostics. You will work alongside experienced engineers and grow your skills across a wide range of enterprise technologies.

Incident & Request Handling

• Provide Level 2 support for system and storage related issues, resolving at least 80% of system-related tickets logged by clients without escalation.
• Log, track, record and resolve system problems, incidents, issues, requests and queries raised by users through phone/email/ticket within SLA standards.

• Triage P1/P2 incidents: gather evidence, limit the impact and escalate promptly to the L3 Technical Lead with a clear summary of findings and actions taken.
• Participate in the 24x7 on-call rotation as the first responder for after-hours incidents.

• Work closely with vendors to raise, track and ensure proper closure of technical support cases, including collecting logs and diagnostic bundles.

Maintenance & Operations

• Perform proactive maintenance, applying the latest firmware and patches (Windows, VMware, server hardware) in line with change management.
• Respond to and resolve alerts from ManageEngine and other monitoring tools; check daily backup jobs and fix any failures.

• Fulfil routine service requests, including user and group administration in Active Directory / Entra ID, VM provisioning, storage allocation and file/VM restores.
• Support scheduled DR tests and backup restore tests.

Documentation & Client Service

• Keep clear ticket notes, update the knowledge base and SOPs, and contribute findings to RCA reports prepared by the L3 Technical Lead.
• Provide customer satisfaction in ticket response time, with clear and timely status updates to clients.

Requirements

• Degree in Engineering, Computer Science or IT.
• Minimum 3 years’ experience in supporting system related issues, preferably in a managed services or systems integrator environment.

• Proficiency in English (written and spoken) is required.
• Basic proficiency in Chinese will be an advantage.

• Relevant product certification, e.g. Microsoft Certified (Windows Server Hybrid Administrator / Azure Administrator / Endpoint Administrator), VMware VCP-DCV or Veeam VMCE.
• Willing to participate in a 24x7 on-call rotation and travel to Thailand when required.

Core Technical Skills (able to independently configure and troubleshoot):

• Virtualisation: VMware vSphere (ESXi, vCenter) and Microsoft Hyper-V, including VM operations, snapshots/checkpoints, vMotion/live migration, and host and datastore troubleshooting.
• Servers: Dell, HPE, Lenovo and Hitachi servers, including iDRAC / iLO / XClarity, hardware alert handling, part replacement coordination and firmware updates.

• Backup & Recovery: Veeam Backup & Replication (on-premises and Azure/AWS), Datto and Druva, including job monitoring, failure troubleshooting and restores.
• Operating Systems: Windows Server and Windows 11.

• Microsoft Infrastructure: Active Directory, Group Policy, DNS, DHCP, NPS, WSUS and IIS.
• Microsoft 365 & Identity: Entra ID, Entra Connect, Exchange Online and Intune.

• Monitoring: ManageEngine monitoring tools.

Working Knowledge Required (basic configuration and troubleshooting, with L3 support for complex issues):

• Enterprise Storage: Dell Unity, Dell PowerStore, HPE Alletra, Hitachi VSP One Block and Hitachi VSP 5000, including health checks, volume/LUN provisioning, alert handling and vendor case logging.
• SAN Fabric: Brocade and Cisco MDS switches, including port status checks and basic zoning.

• HCI & DR: VMware vSAN and VMware Live Recovery (SRM).
• Linux: Red Hat Enterprise Linux (RHEL) basic administration.

• Microsoft Workloads: Certificate Services (CA), SQL Server, Exchange Server (on-premises) and Purview.
• Cloud: AWS and GCP system infrastructure (compute, storage, backup).

Good to Have

• Backup: Rubrik, Commvault, Veeam for Microsoft 365, AvePoint.
• Storage: Pure Storage, NetApp, Dell PowerVault, Lenovo DE/DM series, Synology, Wasabi.

• Compute & HCI: Cisco UCS, Nutanix.
• Operating Systems & HA: Ubuntu, SUSE, Windows Failover Clustering.

• Endpoint Security: Microsoft Defender for Endpoint, CrowdStrike, Trend Micro, Sophos EDR.
• Management Tools: ManageEngine Endpoint Central / ADManager Plus / ServiceDesk Plus, Microsoft SCCM.

• Cloud: Microsoft Azure, Alibaba Cloud.
• Other: Basic networking (VLANs, IP routing, firewalls); UPS basics; ITIL v4 Foundation.

Other

• Support clients in Singapore and Thailand, remotely and on-site when required.