Job Description

Overview
We are hiring Cloud Specialist 1

The Cloud Specialist 1 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 with assistance from team members.
Responsibilities

• Respond to basic inbound phone calls tickets and emails from internal and external resources requesting assistance with cloud hosted solutions with direct oversight from team members
• Interact with customers partners and internal resources to understand needs as it relates to their ticket request with direct oversight from team members
• Respond to alerts from internal monitoring tools and take corrective action to resolve timely with direct oversight for applying best practice
• Assist supporting cloud infrastructure networking and other hosting tools to ensure high availability of customer solutions
• Assist with testing 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; learn best practices for problem resolution
• Perform scheduled environment refresh requests of data to assist customers partners and internal resources while learning 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 with oversight and guidance from team members
• Assist in gathering information for audits to ensure compliance with established standards policies and configuration guidelines.

Basic Qualifications

• Associate's degree or equivalent experience in Cloud support environment will be required.
• The office hours will be 5.30pm to 1.30am IST (8am to 4pm EST)
• Oral and written communications skills that demonstrate a professional demeanor and the ability to interact with others with discretion and tact
• Collaboration skills applied successfully within team
• Critical thinking analytical and problem solving skills
• Interpersonal skills; able to maintain solid rapport with team members as well as maintain professionalism with those outside of department
• Organizational multi-tasking and time management skills
• Able to summarize large quantities of information into actionable insight
• Ability to establish rapport and gain the trust of others; effective at gaining consensus
• Self motivated with the ability to complete projects in a timely manner
• Ability to handle sensitive information with discretion and tact
• 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 Microsoft Windows networking and virtualization technologies
• Knowledge of Microsoft server environments including Microsoft Active Directory networking storage and virtualization technologies
• Up to 10% travel time required

Skills Required