Description
The Cloud Engineer I - OSC is primarily responsible for the support of internal and customer physical and virtual computing systems with a fundamental understanding of those specialties including any associated automation. The candidate must demonstrate the ability to successfully analyze and perform technical and process-based problem resolution with an emphasis on customer satisfaction. The candidate must be well versed in Cloud technologies and display a desire to continuously grow and improve both technical and soft skills.
This position is a part of the Operations Service Center, a 7 x 24 x 365 organization, which means the position requires shift work.
RESPONSIBILITIES, Other Duties May Be Assigned.
- Be a part of a 24x7x365 Operations Service Center and be flexible in availability as needed
- Develop and maintain a thorough knowledge of the assigned task(s), functional area(s) or project(s)
- Manage your assigned tickets to ensure SLA compliance and customer satisfaction
- Provide operational support in response to monitoring alerts and resolve incidents
- Respond quickly and effectively to production issues and take responsibility for seeing those issues through resolution
- Triage and escalate tickets according to policy
- Deliver customer-focused support through phone calls and ticket-based communications
- Perform scheduled system maintenance activities including, hardware and software upgrades; software and application patching
- Support VMware ESXi and similar technologies on various hardware platforms
Basic Qualifications
- Bachelor's degree in a related field or equivalent professional experience
- Three or more years of progressive IT engineering experience
- Experience with Linux and/or Windows OS, virtualization and hyperconverged technologies (such as VMware), and Active Directory/Exchange administration on an enterprise-level
- Experience with IT monitoring systems and proficient with monitoring, patching and coordinating data protection of assigned physical and virtual systems
- Proficient in basic network virtualization (NSX) firewall rule changes
- Competent understanding of High Availability technologies and clustering
- Competent understanding of various protocols/services such as SMTP, SNMP, SSL , SSH and DNS
- Competent understanding of basic networking technologies, concepts and the OSI mode
- US Citizenship for this position is required by law due to federal customer contracts.
Preferred Qualifications
- Two or more years of Systems Administration/Engineering experience, with a focus on virtualization
- Prior experience working in a Data Center environment
- Strong knowledge of Python, Ansible, PowerShell, and/or JavaScript/JSON/REST API
- One of more systems-focused certifications (VCP-DCV, MCSA/MCSE, RHSE/RHSA, etc.)
Knowledge, Skills And Abilities
- Strong technical troubleshooting skills
- Ability to communicate effectively with clients, vendors, and colleagues
- Orderly documentation, time management, and planning skills
- Excellent written and oral communication, problem solving, and process management skills.
- Ability to work well within a team environment in a matrixed organization.
- Strong customer relations skills
- Ability to learn and apply new technology and methodologies in a distributed environment