Cloud Support Officer at Alfred & Victoria Associates

Department: Technical
Reporting Line: Cloud Operations Manager

Responsibilities

• The Cloud support analyst will be responsible for providing first level support to cloud & managed services customers in line with Customer SLA requirement.

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 first level support for cloud customer complaints.
• Support ticket / queue management.
• Identify, recommend and implement potential improvements to service efficiency.
• Ensure quality, up-to-date documentation exists for all service arrangements.

Contacts
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 & cloud environment.
• Minimum of 2 years’ experience working with Microsoft system center 2012.
• Experience working on Hyper-V and Active directory.

Competencies Required:

• Experience with Microsoft public, hybrid and private cloud.
• Experience working with Windows/Linux operating systems.
• Strong Cloud experience skills (AWS or Azure).
• PowerShell scripting experience will be an added advantage.
• Networking 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 skills.
• Ability to work under pressure.
• Ability to take ownership.
• Prioritizing skills.
• Troubleshooting skills.

Salary
Very attractive.