Key Responsibilities:
- Resolve or escalate level-appropriate technical issues for customers in accordance with team playbook guidelines via phone and ticketing.
- Secure, administer, and improve customer technical issues which can include cloud platform and infrastructure services, user management and permissions, or other software issues.
- Troubleshoot monitoring alerts and create tickets accordingly.
- Act as an escalation point for techs inside and outside the team encouraging peers to participate in problem solving.
- Escalate support requests according to escalation procedures.
- Perform incident management identification, assist in managing and escalation.
- Ensure adherence to customer & SLA commitments.
- Manage personal ticket cue and monitor ticket response times and take appropriate actions to ensure team response time targets are met.
- Collaborate with Account Managers and Business Development Consultants to build strong customer relationships.
Qualifications:
- 3 years of related experience to the duties of the role.
- Requires AWS, Azure, GCP, Openstack, or other cloud computing certification.
- Proficient OS troubleshooting knowledge for Linux and Windows.
- Proficient expertise in a cloud computing platform, such as Azure, AWS, Google, Openstack, etc.
- Proficient knowledge to provide increased level of investigation into issues such as application servers, distributions, hosting servers, database servers, user audits, patches, and upgrades.
- Proficient understanding of OS specific webhosts and database. technologies, such as MSSQL/IIS for Windows or MYSQL/APACHE for Linux.
- Developing ability with cross platform troubleshooting tasks such as virtualization, containers, disk storage, encryption, security, network connectivity, NFS, DNS, SSL/TLS, firewalls, and load balancers.
- Developing knowledge of DevOps and/or Micro-services with at least one technology including Chef, Puppet, Ansible, Docker, Kubernetes, Azure Container Service etc.
- Developing understanding of patching - documents changes based on requests for change.
- Developing ability to apply change control procedures.
- Requires broadened technical skills in analytical/ scientific methods or operational processes to perform a defined array of activities.
- Understands how the team integrates with others to accomplish the team objectives.
United States
