JOB RESPONSIBILITIES
- Be first point of contact for all incoming technical support questions (phone, email, chat, and forum)
- Cloud environment troubleshooting and setup
- Meeting customer SLAs and managing communication in case of issues
- Configuring and maintaining backup, monitoring, and alerting systems for multiple clients
- Interacting with teams and customers in different time zones for ensuring 24×7 support
- Participating in work sessions with clients
- Resolve incidents and requests within SLA
- Escalate to Major Incident Management when necessary
- Maintain availability capacity and continuity of assigned technologies
JOB REQUIREMENTS
- 3 to 4 years relevant experience as a System administrator in a Managed IT Services or Cloud support environment
- Familiar with cloud IaaS vendors such as Microsoft Azure, GCP or AWS
- Strong level experience with Windows Server/ Linux Server, SCCM, SCOM and Active Directory
- Have a strong technical background across End user compute and Cloud
- Other areas of technology knowledge such as VMware and Hyper V would be an advantage
- Display and apply a customer first attitude in each interaction
- Exhibit excellent customer engagement skills and a strong understanding of Service Level Agreements