Cloud Service Administrator I (Night Shift)

Salary Range Annually: $55,000-$60,000

• →Ensure inbound phone calls and self-service requests are addressed appropriately in a timely manner using excellent customer service skills.
• →Identify, troubleshoot and resolve customer and systems issues. Utilize standard and ad-hoc procedures to perform first level issue resolution for systems. Use appropriate tools to track and report problem status and escalate to internal support, vendors, and management within established SLA’s.
• →Follows all issues to resolution, engaging others as needed. Acts as the primary contact for the customer providing a single point of interaction.
• →Reference and utilize technical resolution documentation, such as knowledge base articles, on systems, infrastructure and processes.
• →Follow security procedures, standards, and protocols related to all technologies.
• →Actively monitor all infrastructure and systems and ensure resolution to any monitoring alerts. Work with engineering to resolve any alerts as necessary.
• →Adhere to standards for availability and business continuity.
• →Work directly with customers, utilizing excellent customer service skills, during all phases of the customer relationship.
• →The Service Center will be required to answer support calls from customers and work to resolve their issues.

• →Constant improvement of all services and processes
• →Other duties as assigned
• →Shift work may be required, including but not limited to nights and weekends to ensure appropriate coverage.

Experience:

• →One year or more of progressive experience in supporting a combination of Microsoft and Linux Operating Systems, VMware vSphere virtualization required.
• →End-user and infrastructure desktop support experience with either physical or virtual desktop technologies strongly preferred.
• →Working knowledge of Microsoft operating systems, networking concepts, and computer hardware required. Experience in executing periodic systems patching and updates on a regular basis required.
• →Experience with supporting advanced blade architecture such as Cisco UCS and HP BladeSystem preferred.
• →Experience with advanced datacenter wide virtualization preferred.
• →Previous Customer Service, Call Center, Help Desk and/or Service Desk experience preferred.

• Bachelor degree in Information Management, Computer Science, or other related field or an equivalent amount of experience is preferred for this position.

• Certifications in Microsoft, VMware, Storage, A+, Network+, and other Cloud Technologies considered a plus for this position.

• Excellent customer service skills required along with the ability to manage multiple customer issues at the same time.