Cloud Support Officer at MainOne

Job Type: Permanent
Department: Technical

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