Cloud Support Officer at MainOne

Department: Technical
Reporting Line: Cloud Operations Manager

Responsibilities

• The Cloud support analyst will be responsible for providing first level support to MainOne 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

Qualifications, Skills & Competencies

• 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 centre 2012
• Experience working on Hyper-V and Active directory

Demand on the Job:

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