Cloud Support Officer at MainOne

Department: Technical
Reporting Line: GNOC (with a dotted Line to Cloud Operations Manager)

Responsibilities

• The Cloud support analyst will be responsible for providing first level support to MainOne cloud, Managed services & DC customers in line with Customer SLA requirements.

The specific responsibilities shall include to:

• Work with the GNOC team, Cloud operations team as well as the Managed services team in a shift system to provide 24/7 support to Cloud customers.
• Comply with support processes and procedures to ensure customer satisfaction and service level objectives (SLO) are met.
• Provide ticket support / queue management
• Identify, recommend and implement potential improvements to service efficiency.
• Ensure quality and up-to-date documentation exists for all Cloud services in operations

Communications and Work Relationships:

• You will be required to work closely with the:
  • Technical- Operations Supports team
  • Customer Service Delivery

Qualifications

• Bachelor's Degree in Computer Sciences, Information Management or related engineering field is preferred
• Minimum of 2 years’ experience in a virtualization environment.

Competencies Required:

• Experience with Microsoft public, hybrid and private cloud will be an added advantage
• Must have Windows/Linux/Unix skills.
• Two years or more of IT Service Management, data centre, server, and storage management, virtualization, networking, systems management, and project management are recommended.
• Strong Cloud experience skills (AWS or Azure)
• Good understanding of Windows Server and Active directory.
• Powershell scripting experience will be an added advantage
• Certifications in Linux, Hyper-V, Windows Server, Microsoft System Centre, VMware, Storage, and other Cloud Technologies considered a plus for this position.
• Excellent customer engagement skills
• Excellent oral and written communication skills

Demands of the Job:

• Problem solving ability
• Ability to work under pressure
• Ability to take ownership
• Prioritizing ability
• Troubleshooting ability

go to method of application »

Department: Technical
Reporting Line: GNOC (with a dotted Line to Cloud Operations Manager)

Responsibilities

• The Cloud support analyst will be responsible for providing first level support to MainOne cloud, Managed services & DC customers in line with Customer SLA requirements.

The specific responsibilities shall include to:

• Work with the GNOC team, Cloud operations team as well as the Managed services team in a shift system to provide 24/7 support to Cloud customers.
• Comply with support processes and procedures to ensure customer satisfaction and service level objectives (SLO) are met.
• Provide ticket support / queue management
• Identify, recommend and implement potential improvements to service efficiency.
• Ensure quality and up-to-date documentation exists for all Cloud services in operations

Communications and Work Relationships:

• You will be required to work closely with the:
  • Technical- Operations Supports team
  • Customer Service Delivery

Qualifications

• Bachelor's Degree in Computer Sciences, Information Management or related engineering field is preferred
• Minimum of 2 years’ experience in a virtualization environment.

Competencies Required:

• Experience with Microsoft public, hybrid and private cloud will be an added advantage
• Must have Windows/Linux/Unix skills.
• Two years or more of IT Service Management, data centre, server, and storage management, virtualization, networking, systems management, and project management are recommended.
• Strong Cloud experience skills (AWS or Azure)
• Good understanding of Windows Server and Active directory.
• Powershell scripting experience will be an added advantage
• Certifications in Linux, Hyper-V, Windows Server, Microsoft System Centre, VMware, Storage, and other Cloud Technologies considered a plus for this position.
• Excellent customer engagement skills
• Excellent oral and written communication skills

Demands of the Job:

• Problem solving ability
• Ability to work under pressure
• Ability to take ownership
• Prioritizing ability
• Troubleshooting ability

go to method of application »

Department: Technical
Reporting Line: GNOC (with a dotted Line to Cloud Operations Manager)

Responsibilities

• The Cloud support analyst will be responsible for providing first level support to MainOne cloud, Managed services & DC customers in line with Customer SLA requirements.

The specific responsibilities shall include to:

• Work with the GNOC team, Cloud operations team as well as the Managed services team in a shift system to provide 24/7 support to Cloud customers.
• Comply with support processes and procedures to ensure customer satisfaction and service level objectives (SLO) are met.
• Provide ticket support / queue management
• Identify, recommend and implement potential improvements to service efficiency.
• Ensure quality and up-to-date documentation exists for all Cloud services in operations

Communications and Work Relationships:

• You will be required to work closely with the:
  • Technical- Operations Supports team
  • Customer Service Delivery

Qualifications

• Bachelor's Degree in Computer Sciences, Information Management or related engineering field is preferred
• Minimum of 2 years’ experience in a virtualization environment.

Competencies Required:

• Experience with Microsoft public, hybrid and private cloud will be an added advantage
• Must have Windows/Linux/Unix skills.
• Two years or more of IT Service Management, data centre, server, and storage management, virtualization, networking, systems management, and project management are recommended.
• Strong Cloud experience skills (AWS or Azure)
• Good understanding of Windows Server and Active directory.
• Powershell scripting experience will be an added advantage
• Certifications in Linux, Hyper-V, Windows Server, Microsoft System Centre, VMware, Storage, and other Cloud Technologies considered a plus for this position.
• Excellent customer engagement skills
• Excellent oral and written communication skills

Demands of the Job:

• Problem solving ability
• Ability to work under pressure
• Ability to take ownership
• Prioritizing ability
• Troubleshooting ability