Note: The job is a remote job and is open to candidates in USA. CloudWave is a Healthcare IT Solutions company seeking a Cloud Service Administrator I. The role involves providing support for systems related to the OpSus Cloud, ensuring customer requests are addressed and resolved in a timely manner, and monitoring infrastructure for alerts.
Responsibilities
- 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 SLA’s
- 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
- Work directly with customers, utilizing excellent customer service skills, during all phases of the customer relationship
- The Service Center will be required to answer support calls from customers and work to resolve their issues
- Constant improvement of all services and processes
- Other duties as assigned
- Shift work may be required, including but not limited to nights and weekends to ensure appropriate coverage
Skills
- One year or more of progressive experience in supporting a combination of Microsoft and Linux Operating Systems, VMware vSphere virtualization required
- 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
- Excellent customer service skills required along with the ability to manage multiple customer issues at the same time
- End-user and infrastructure desktop support experience with either physical or virtual desktop technologies strongly preferred
- 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
Benefits
- We offer competitive salary and above average benefit packages.
Company Overview
Company H1B Sponsorship