Executive recruitment company Monroe Consulting Group's Technology Division is partnering with a new venture who is authorised to act as the sole provider of a respective Google technology within Malaysia. Our esteemed client is seeking an experienced professional to be Senior Engineer (L1 Support). This role is critical for providing first-line technical support to internal users, ensuring the smooth operation of critical systems and applications running on Google Distributed Cloud.
Job Responsibilities:
Technical Support & Troubleshooting:
- Provide first-level technical support to internal users for GDC-related issues, including compute, storage, networking, and platform services.
- Diagnose and troubleshoot technical problems, escalating complex issues to L2 support or engineering teams as needed, adhering to strict escalation procedures.
- Utilize diagnostic tools, logs, and knowledge bases to identify root causes and implement effective solutions.
- Document troubleshooting steps, solutions, and knowledge gained in a clear and concise manner within the designated knowledge base, respecting the security requirements of the air-gapped environment.
- Proactively monitor GDC systems and services for performance issues, errors, and alerts.
GDC Platform Expertise:
- Maintain a deep understanding of GDC architecture, components, and services, including compute engine, persistent disk, virtual private cloud (VPC), load balancing, and identity and access management (IAM).
- Stay up-to-date with the latest GDC features, updates, and best practices, adapting to the constraints of information access.
- Develop and maintain expertise in troubleshooting common GDC issues and configurations.
Incident Management & Communication:
- Follow established incident management procedures to ensure timely response, accurate logging, and effective communication with users.
- Communicate technical information clearly and concisely to both technical and non-technical users within the secure environment.
- Collaborate effectively with L2 support and engineering teams to resolve complex issues and escalate incidents as needed, adhering to secure communication protocols.
Documentation & Knowledge Sharing:
- Contribute to the development and maintenance of comprehensive documentation, including knowledge base articles, troubleshooting guides, and FAQs.
- Share knowledge and expertise with other support team members, contributing to a culture of continuous learning and improvement.
Security Awareness & Compliance:
- Adhere to all security policies, procedures, and regulations.
- Report any suspected security incidents or vulnerabilities to the appropriate teams.
- Maintain a strong awareness of security best practices and their application.
Job Qualifications
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- 5+ years of experience in IT support or system administration, with a focus on cloud computing platforms.
- Proven experience supporting Google Cloud Platform (GCP) or other cloud environments is highly desirable.
- Experience with Google Distributed Cloud (GDC) and supporting air-gapped or isolated environments is preferred.
- Google Cloud certifications (e.g., Google Cloud Certified Professional Cloud Architect, Google Cloud Certified Professional Cloud Engineer).
- Experience with scripting languages (e.g., Python, Bash) for automation.
- Strong understanding of Linux operating systems and command-line interface.
- Excellent troubleshooting and problem-solving skills.
- Excellent communication and interpersonal skills.
- Ability to work independently and as part of a team.
