Cloud Specialist 2

Overview

Job Description

The Cloud Specialist 2 is primarily responsible for responding to and resolving monitoring alerts responding to and resolving requests from customers partners and the company services team responding to incidents working Disaster Recovery failover testing and working scheduled maintenance windows within the cloud environment. Responsibilities

• Respond to basic inbound phone calls tickets and emails from internal and external resources requesting assistance with cloud hosted solutions with applying best practice knowledge
• Interact with customers partners and internal resources to understand needs as it relates to their ticket request ; provide proactive suggestions as well as answers in regards to hosted solutions
• Respond to alerts from internal monitoring tools and take corrective action to resolve timely by applying best practice knowledge
• Assist supporting cloud infrastructure networking and other hosting tools to ensure high availability of customer solutions by applying best practice knowledge
• Assist with testing and maintaining systems and processes as it relates to the cloud business continuity disaster recovery plan
• Troubleshoot and resolve basic cloud issues utilizing the company's systems utilities and support processes with direct oversight from team members; apply best practices for problem resolution
• Perform scheduled environment refresh requests of data to assist customers partners and internal resources while applying best practices of the process
• Provide regular and frequent communication to customers; ensure customer is fully advised as to the progress or delay to the resolution of their issue
• Contribute to internal documentation that fully reflects all activity related to resolution of issues and maintaining of hosted systems applying best practices
• Assist in gathering information for audits to ensure compliance with established standards policies and configuration guidelines.

Minimum Qualifications

• Associate's degree or equivalent experience
• Basic experience with process improvement
• Basic experience with solving issues
• Good oral and written communications skills that demonstrate a professional demeanor and the ability to interact with others with discretion and tact
• Good collaboration skills applied successfully within team
• Good critical thinking analytical and problem solving skills
• Good interpersonal skills; able to maintain solid rapport with team members as well as maintain professionalism with those outside of department
• Good organizational multi-tasking and time management skills
• Ability to use original thinking to translate goals into the implementation of new ideas and design solutions
• Good ability to establish rapport and gain the trust of others; effective at gaining consensus
• Self-motivated with the ability to manage projects to completion with oversight
• Good ability to handle sensitive information with discretion and tact
• Good attention to detail
• Demonstrated ability to influence motivate and mobilize team members and business partners; ability to work independently and in a team environment
• Knowledge of principles of systems administration including Dell Cisco and/or HP hardware
• Good knowledge of Microsoft Server environments including Microsoft Active Directory networking storage and virtualization technologies
• Up to 10% travel time required