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Cloud Support Engineer II

4 months ago

Fort Lauderdale, United States CloudHesive Full time
Job DescriptionJob Description

OVERVIEW:
The Cloud Support Engineer II is responsible for ensuring that technical incidents and problem tickets are resolved within the timeframes specified in our Service Level Agreements (SLAs) with customers. Cloud Support Engineers (CSEs) will handle issues documented in our ServiceNOW (SNOW) ticketing system. They are accountable for providing detailed explanations of their problem-solving steps in the work logs of each ticket within SNOW and for daily tracking of the time dedicated to each ticket. The role encompasses addressing a spectrum of issues, from basic to complex, related to cloud or application services for our managed service customers.

LOCATION: REMOTE from Fort Lauderdale or Denver Office areas
SHIFT: 4:00PM – 1:00AM Second Shift

RESPONSIBILITIES:

  • Engage directly with customer on-site and cloud environments to solve simple to complex issues in a managed services environment.
  • Accept tickets from a technical ticket queue or dispatcher and help solve a customer’s issue. Place details of the solution set in tickets daily as to close tickets out based on SLA (Service Level Agreements) commitments.
  • Serve as a technical escalation point to Cloud Support Engineer I.
  • Work with technologies such as AWS, Azure, VMware, O365 / Exchange, Citrix, Veeam, and other customer technologies to maintain and meet uptime SLA metrics and the availability of the customer's environment.
  • Perform daily, weekly, and monthly technical tasks for patching, vulnerability management, upgrades, and other contractual obligations.
  • Communicate with the customer directly to help solve and update them daily on the ticket status to meet the SLAs for each ticket assigned to you.
  • Work on customer deployments to production environments.
  • Work in real time with customers using collaboration tools such as Slack and Microsoft Teams to solve items.
  • Have excellent customer service and customer communication skills.
  • Become a leader and a technical subject matter expert on customer cloud and on-premises environments.
  • Help to automate common repetitive maintenance tasks and be a thought leader.
  • This position has after-hours and on-call rotation responsibilities.
  • Use email and Teams on a mobile phone for collaboration.
  • Other duties as assigned or as become evident.
QUALIFICATIONS:
  • 4-7+ years of hands-on experience in specific technology practices (Infrastructure, Network, Storage, Servers, Security, Windows, Linux, VMWare, etc.)
  • Strong experience in Microsoft and/or Linux Infrastructure administration, troubleshooting and setup required - Office 365, Microsoft Exchange, Windows Server, Active Directory, Azure, PowerShell, Amazon Connect, etc.
  • 3+ years of experience in a customer-facing role (professional services, support, etc.) and the ability to manage customer relationships up to the senior/executive level is critical.
  • Ability to work and update tickets for work being done in a customer’s environment autonomously and in a timely fashion to properly explain the solution provided.
  • Experience with DevOps processes and languages such as Python, Node.JS, and JavaScript.
  • Ability to document detailed technical solutions with proper grammar and customer-facing language.
  • Ability to escalate issues that are close to breaching SLAs.
  • Love working with innovative technologies and customers.
CERTIFICATES:
  • ITIL/ITSM Certifications
  • Azure or AWS Pro or Associate certifications
  • CISSP (Certified Information Systems Security Professional) or other security certifications
  • Microsoft Associate or Specialty Certifications
  • VMWare certifications
COMPUTER SKILLS: Please note: The following are examples of the types of tools and skills we utilize. They are not all mandatory for applicants.
  • Elevated level of technical expertise and confidence as a subject matter expert and leader.
  • Management of large enterprise Windows/Linux environments.
  • Understanding of the tooling required to manage large enterprise environments.
  • Understanding of the security controls required to manage a large enterprise environment.
  • Operating systems: Windows / Linux – Windows is the primary.
  • AWS / Azure / Google Cloud Platform (GCP).
  • Monitoring tools: DataDog, CloudWatch, Solar Winds, Logic Monitor.
  • Service Desk tools: ServiceNOW, Heat, Remedy, Jira, etc.
  • Host-based Security: Trend Micro, Symantec, SentinelOne, Crowd Strike, and others.
  • Log aggregation: Sumologic, Splunk.
  • Microsoft: Office 365, Windows Servers, Microsoft product line.
  • RMM tools: Ninja, Datto, N-able.
TRAVEL REQUIREMENTS:
  • May require some travel to visit customer sites – 10%.