Cloud Service Administrator I
CloudWave, Healthcare IT Solutions
full-time
Posted on:
Location Type: Remote
Location: United States
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Job Level
About the role
- providing support for a wide-array of systems related to the OpSus Cloud and Technical Solutions Group division.
- ensuring customer calls and self-service requests are addressed, tracked, communicated about and resolved in a timely manner.
- providing support for incidents to restore service(s) as soon as possible along with pro-actively monitoring the infrastructure and responding to alerts as applicable.
- 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 SLAs.
- 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.
Requirements
- 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.
Benefits
- competitive salaries
- benefits
- growth and development opportunities
- excellent customer service skills
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Microsoft Operating SystemsLinux Operating SystemsVMware vSpherenetworking conceptscomputer hardwaresystems patchingadvanced blade architectureCisco UCSHP BladeSystemdatacenter virtualization
Soft Skills
customer service skillstroubleshootingissue resolutioncommunicationtime managementproblem trackingproactive monitoringcollaborationsingle point of contactengagement
Certifications
Microsoft certificationsVMware certificationsStorage certificationsA+ certificationNetwork+ certificationCloud Technologies certifications