Cloud Expert Engineer at Cloud Direct

The Cloud Engineer is responsible for providing our customers with high level support either as a point of escalation from the Tier 1 &2 support engineers or in conjunction with other specialist teams within Operations.

You will ensure that service level agreements are met whilst delivering reliable resolution of customer technical issues when raised via Cloud Direct support lines, Live chat, email or self-service portals.

Responsibilities

• Provide Senior level support of cloud hosted services via email, phone and remote support to our client’s base in the UK, Europe, Asia, US and South Africa.
• Troubleshoot, diagnose, and fix most Microsoft technologies as well as other third-party systems.
• Get involved with senior engineers to deliver complex projects.

Technical experience

Microsoft Azure

• Subscription creation/management
• RBAC role configuration
• VM support both inside and outside of guest OS (Server 2012 thru 2019, Linux, NVA appliances)
• Networking (Network Security Groups/Firewall, Switch, VLAN, VPN, Cisco)
• Application Gateway/WAF/Azure Front Door (Rule configuration, troubleshooting etc)
• VPN Gateways
• Knowledge of PRTG system
• Azure Firewall
• AKS (Azure Kubernetes Service)
• Managed SQL instances
• Azure Virtual Desktop (Gold Image Creation/Manipulation, Azure File Services)
• Log Analytics configuration for monitoring
• Azure Backup
• - Azure Site Recovery (Setup, Troubleshooting etc)

Microsoft 365

• Exchange Online (All aspects)
• Administration/Migration of Microsoft Active Directory
• Administration/Migration of Microsoft Exchange 2010 / 2013 / 2016 & Microsoft Server Roles 2008 / 2012
• SharePoint Online (All aspects)
• One Drive for Business (All aspects)
• Security and Compliance
• Microsoft Teams

Crossover with traditional IT Services which include support/configuration of:

• Virtualization (VMware, Hyper V, Citrix XenServer)
• VDI (Citrix XenApp, Horizon View)
• Clustered Storage (NetApp, Synolgy, Dell EMC)
• Firewalls (Fortigate, Barracuda, Cisco)
• Skype For Business
• Backups (Veeam, Backup Exec, ArcServe)
• Assist with mentorship of team members
• Provide technical insight and expertise to queries from internal team members and customers
• Create knowledge base documentation for procedures.

Qualifications and experience

• Minimum 5-years hands on experience in an IT Server support role.
• Bachelor's degree in Computer Science, Information Systems or Engineering, MCSA/MCSE, CCNA certification or other industry qualifications are desirable
• Logical approach to diagnosing and implementing solutions
• Excellent interpersonal skills and time management
• Self-motivated and hands-on approach working both in a team and independently
• Proven customer service & communication skills