Equinix is the world’s digital infrastructure company®, operating over 260 data centers across the globe. Digital leaders harness Equinix's trusted platform to bring together and interconnect foundational infrastructure at software speed. Equinix enables organizations to access all the right places, partners and possibilities to scale with agility, speed ...
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The Cloud Support Officer will be responsible for providing first level support to Equinix Cloud & Managed services customers in line with customer SLA requirement.
Responsibilities
Respond to operational requests with Work Breakdown Schedules (WBS) or implementation plan
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
Troubleshoot (Microsoft Private cloud with Windows Azure pack and Azure Stack), cloud (AWS, Azure) and hybrid solutions
Provide timely support to internal and external customers
Prepare documentations and reports as required
Provide support to Customers on escalations
Open support ticket, update and close them accurately
Identify, recommend, and implement potential improvements to service efficiency
Comply with support processes and procedures to ensure customer satisfaction and service level objectives (SLO) are met
Identify, recommend and implement potential improvements to service efficiency
Ensure quality, up-to-date documentation exists for all service arrangements
Work with the Cloud Implementation, and Cloud Solutions teams to deliver customer projects.
Qualifications
Bachelor's Degree in Computer Sciences, Information Management or related engineering field is preferred
Experience with Microsoft public, hybrid and private cloud
Technical Expertise in cloud service delivery models including infrastructure as a service, platform as a service and software-as-a-service; automation; hypervisors; containers; virtual compute, storage, and networks; virtual infrastructure management; self-provisioning; and scaling
Experience working with Windows/Linux operating systems
Minimum of 2 years’ experience working with Microsoft system centre 2012 or later versions
Minimum of 2 years’ experience in a virtualization & cloud environment
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
Ability to follow through project phases or life cycle, following Project implementation guidelines to achieve effectiveness in project delivery
Good understanding of networking in a cloud-based environment
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