Service Support Engineer

7 days ago

Hong Kong Island, Hong Kong SAR China Master Concept International Limited Full time

Job Description We are currently looking for a Service Support Engineer who will fully engage in Cloud and Infrastructure Support; as well as incident management and office automation functions. Responsibilities Provide technical support: Serve as the first point of contact for external customers inquiries and troubleshoot issues related to cloud infrastructure, network and security services, and applications. (Cloudflare, Akamai, etc.) Ensure system availability and performance: Monitor and maintain the health and performance of cloud-based systems and applications. Proactively identify and resolve any performance bottlenecks or availability issues. Perform incident management: Investigate and resolve technical incidents, working closely with cross‑functional teams to ensure timely resolution and minimise business impact. Document incident details and contribute to the creation of incident response procedures. Support root cause analysis: Analyse complex technical issues and conduct root cause analysis to identify underlying problems. Collaborate with engineering and development teams to implement long‑term solutions and prevent recurrence of issues. Implement and maintain automation: Learn to develop and maintain basic scripts and automation workflows for cloud infrastructure management. Utilise tools to assist in streamlining repetitive tasks. Collaborate with cross‑functional teams: Work closely with development, operations, and security teams to ensure seamless cloud services and systems integration. Participate in cross‑functional projects and provide technical expertise as needed. Stay updated on industry trends: Keep abreast of the latest trends, best practices, and technologies in cloud computing. Continuously enhance knowledge and skills related to cloud platforms, services, and infrastructure. Participate in on‑call rotations: Be available for on‑call support and respond to critical incidents outside regular working hours. Collaborate effectively with team members during on‑call shifts to ensure timely incident resolution. Requirements Hold a diploma/high‑diploma/degree in Computer Science, Engineering, or a related field. Proven experience implementing public cloud solutions (AWS/Azure/GCP/Tencent/Alibaba/Huawei Cloud) with a strong track record of successful cloud deployments (Certification). Knowledgeable in cloud security practices or zero trust security concepts (IAM, MDM, CASB, SWG, Cloudflare, OKTA, etc.). Basic understanding of cloud network configurations, virtualisation technologies, and collaboration tools. Strong problem‑solving skills and the ability to investigate and resolve complex cloud‑related incidents. Good communication and interpersonal skills, with the ability to work effectively in a team. A strong interest in learning about cloud security practices. Relevant certifications in public cloud platforms or cloud security are a plus. Night shift work will be required due to project demand. #J-18808-Ljbffr

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