BS Cloud Support Engineer ( H1 )
Role Purpose:
To provide expert support and ensure optimal operation of cloud infrastructure services across multiple platforms (Azure, AWS, VMware, Huawei). The role entails troubleshooting, managing cloud infrastructure, and assisting clients as a first line Engineer in deploying and maintaining cloud solutions that meet their business objectives.
Job Responsibilities:
- Act as a primary contact for technical support inquiries related to cloud infrastructure services and own all customer inquiries regarding web hosting, Sherkety & Cloud computing services (VM, Email Exchange, Sharepoint, webhosting, MS Office 365, DaaR and other business solutions till closure and post resolution call to ensure customer satisfaction and close case.
- Manage, troubleshoot, and resolve complex technical issues in Azure, AWS, VMware, and Huawei environments.
- Collaborate with cloud architects and engineers to improve cloud solutions, ensuring they are secure, scalable, and meet customer requirements.
- Assist with the implementation and configuration of cloud solutions based on best practices, including optimizing resource utilization and cost.
- Monitor and maintain cloud environments to ensure availability, reliability, and performance within agreed SLAs.
- Develop and maintain documentation of cloud systems and configurations to facilitate knowledge sharing.
- Provide guidance and assistance to customers in areas such as backup, disaster recovery, and scaling of cloud resources.
- Coordinate with other technical teams to ensure smooth deployment and integration of cloud services.
- Responsible for raising the quality level of handling customer technical requests/inquiries/problems and address its root causes to drive improvement in customer experience insuring the lead in Cloud computing services, Data Innovations and Mobile Internet
- Own all customer inquiries regarding web hosting, Sherkety & Cloud computing services (VM, Email Exchange, Sharepoint, webhosting, MS Office 365, DaaR , Web2SMS) and other business solutions till closure and post resolution call to ensure customer satisfaction and close case.
- Ensure that any further analysis to the customer problem is conducted including searching the supplier related internet site are done according to SL.
Core Competencies:
Required Qualifications and Experience:
- B.Sc. in Computer, Telecommunications Engineering or Computer Science
- Minimum 2-year experience in IT Support Field
- Excellent written and spoken English is a must
- ITIL Foundation V4 is preferred
- Organized for working in a global cooperative team environment.
- Extensive experience in cloud support, with a strong understanding of Azure, AWS, VMware, and Huawei cloud platforms.
- Proficient in troubleshooting and resolving cloud infrastructure-related issues.
- Knowledge of cloud networking, storage solutions, and security best practices.
- Ability to work effectively with clients and provide excellent customer support.
- Skilled in monitoring and optimizing cloud resources for cost-effectiveness and performance.
- Certifications in at least one cloud platforms (e.g., AWS Certified Solutions Architect, Microsoft Certified: Azure-104 - Azure Solutions Architect Expert, VMware Certified Professional or Technical Associate, Huawei Cloud Certified).
- Strong background in IT Service Management (ITSM) or IT Operations.
- Knowledge of vendor and contract management practices.
- Proficiency in automation, monitoring tools, and service management methodologies.
- Strong analytical and problem-solving abilities, with attention to detail.
- Ability to handle customer escalations, prioritize issues, and manage conflict effectively.
- Commitment to continuous learning in the evolving cloud technology landscape.