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Cloud Support Officer at Mainone Cable

MainOne's success is built on having talented and highly proficient people within their respective fields as the driving force behind our business.A job in MainOne is different from any other you have had. With joining MainOne you'll be challenged, inspired and proud as you become a part of something big.


Qualifications

  • Bachelor's Degree in Computer Sciences, Information Management or related engineering field is preferred
  • Minimum of 2 years’ experience in a virtualization environment.

Competencies Required:

  • Experience with Microsoft public, hybrid and private cloud will be an added advantage
  • Must have Windows/Linux/Unix skills.
  • Two years or more of IT Service Management, data centre, server, and storage management, virtualization, networking, systems management, and project management are recommended.
  • Strong Cloud experience skills (AWS or Azure)
  • Good understanding of Windows Server and Active directory.
  • Powershell scripting experience will be an added advantage
  • Certifications in Linux, Hyper-V, Windows Server, Microsoft System Centre, VMware, Storage, and other Cloud Technologies considered a plus for this position.
  • Excellent customer engagement skills
  • Excellent oral and written communication skills

Demands of the Job:

  • Problem solving ability
  • Ability to work under pressure
  • Ability to take ownership
  • Prioritizing ability
  • Troubleshooting ability

 

Job Description:

  • The Cloud support analyst will be responsible for providing first level support to MainOne cloud, Managed services & DC customers in line with Customer SLA requirements.

The specific responsibilities shall include to:

  • Work with the GNOC team, Cloud operations team as well as the Managed services team in a shift system to provide 24/7 support to Cloud customers.
  • Comply with support processes and procedures to ensure customer satisfaction and service level objectives (SLO) are met.
  • Provide ticket support / queue management
  • Identify, recommend and implement potential improvements to service efficiency.
  • Ensure quality and up-to-date documentation exists for all Cloud services in operations

Communications and Work Relationships:

  • You will be required to work closely with the:
    • Technical- Operations Supports team
    • Customer Service Delivery

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