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Cloud Support Engineer III

2 months ago

Fort Lauderdale FL United States CloudHesive Full time
OVERVIEW:
The Cloud Support Engineer III 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: ON-SITE at Fort Lauderdale Office

SHIFT: 9:00AM - 6:00PM with after-hours and on-call rotation responsibilities

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:

7+ years of hands-on experience in specific technology practices (Infrastructure, Network, Storage, Servers, Security, Windows, Linux, VMWare, etc.)
Must have 4+ years of hands-on and proven experience with AWS.
Must have experience with EC2 Types, Security Groups, Kubernetes, Lambda, Connect, Load Balancing, AutoScaling, S3 Bucket Policies, IAM Roles, MFA, User Creation, Policy Creation, VPC Subnetting, CIDRs, Route Tables and ACLs.
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.
Experience with DevOps processes and languages such as Python, Node.JS, JavaScript, and/or Powershell is a plus.
Diverse technology skills and a love for working with exciting new technologies and customers.
Experience with Microsoft Office, including LucidChart or equivalent.
Ability to centralize workload at the corporate office but occasionally go onsite for meetings and collaboration.
Ability to drive projects, work under tight timelines, and lead a team.
ITIL expertise to help drive process into a Service Desk organization.

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, 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

TRAVEL REQUIREMENTS:

May require some travel to visit customer sites - 10%