Tier 3 Support Engineer - Cloud Infrastructure

Our client, a rapidly growing technology services provider, is looking for a seasoned Tier 3 Support Engineer to join their advanced technical support team. This position is based in Aba, Abia, NG and offers a hybrid work model, blending office-based collaboration with remote flexibility. As a Tier 3 Support Engineer, you will be responsible for resolving the most complex technical issues escalated from lower support tiers, ensuring the seamless operation of our clients' IT infrastructures. Your core responsibilities will include in-depth troubleshooting of network, server, and application issues, identifying root causes, and implementing permanent solutions. You will be expected to manage and prioritize multiple high-priority incidents simultaneously, providing timely and effective resolutions. This role requires a strong command of cloud platforms, virtualisation technologies, and a wide array of operating systems. You will also play a key role in developing and maintaining technical documentation, knowledge bases, and standard operating procedures to empower the wider support team. Collaboration with development and operations teams to identify product bugs and feature enhancements will be a significant part of your role. The ideal candidate will possess exceptional analytical and problem-solving skills, coupled with excellent communication abilities to articulate technical solutions to both technical and non-technical stakeholders. A proactive approach to identifying potential issues and implementing preventative measures is highly valued. We are seeking an individual who is passionate about technology, committed to delivering outstanding customer service, and eager to contribute to a high-performing team. This hybrid opportunity allows for significant autonomy while maintaining team cohesion. You will be a critical point of contact for our most challenging technical problems.

Qualifications: Bachelor's degree in Computer Science, Information Technology, or a related field. Minimum of 7 years of experience in IT support, with at least 3 years in a Tier 3 or equivalent advanced support role. In-depth knowledge of cloud platforms such as AWS, Azure, or Google Cloud. Strong troubleshooting skills across Windows Server, Linux, and common networking protocols (TCP/IP, DNS, DHCP). Experience with virtualization technologies (VMware, Hyper-V). Proficiency in scripting languages (e.g., PowerShell, Bash) for automation. Experience with ITIL frameworks and incident management best practices. Excellent analytical and problem-solving abilities. Strong customer service orientation and communication skills. Ability to work under pressure and manage multiple complex issues. Certifications such as MCSE, CCNA, AWS Certified SysOps Administrator are highly desirable. Experience with monitoring tools (e.g., Nagios, Zabbix) and security best practices.