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  • Posted: Jun 15, 2022
    Deadline: Not specified
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  • Were for the disruptors. The movers and shakers. The change makers. The ones who understand that bravery doesnt mean recklessness. And that safe and affordable can ignite growth.We help ambitious organisations adopt Microsoft cloud. Our clients know that the right technology can free them to grow. But they also know caution thats why they work with an ex...
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    Cloud Expert Engineer

    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

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    Project Manager

    Role Purpose

    Cloud Direct are seeking a Project Manager with expertise in deployment and migration projects, Azure DevOps, Storage, Networking and / or application development and lifecycle management; this is a great opportunity for an individual looking for an exciting, challenging opportunity to deliver varied and leading-edge Public Cloud & Modern Workplace solutions within our Professional Services Practice.

    The role of the Project Manager is very much a ‘hands-on’ role and focusing on creating and reviewing project plans whilst retaining a highly flexible approach to change. You will be working directly with customers, Solution Architects, Consultants and your Practice Area colleagues to deliver enterprise-level Azure Public Cloud and Microsoft Modern Work Implementations and Migrations.

    It will involve taking customers on the journey from initial assessment during the initiation stages through to delivery, where planning, scheduling and tracking defined outcomes to the project closure phase.

    Responsibilities:

    • Working with Solution Architects, Consultants, and your Practice Area colleagues to deliver enterprise level Azure Public Cloud and Microsoft Modern Workplace implementation and migration.
    • Delivery of project components to high standards and best practice
    • Creating and reviewing Project Plans whilst retaining a highly flexible approach to change
    • Enforcing and evolving best practice and internal process for documentation and delivery
    • Knowledge transfer of all aspects of project implementation solutions to both internal teams and clients
    • Prepare, manage and track project progress and budgets. Monitoring project spend as well as forecasting of future invoicing, ensuring accurate customer billing.
    • Scheduling & Resource Management
    • Change Management
    • Set and continually manage project, team and customer expectations while delegating and managing deliverables with team members / stakeholders
    • Escalation Management & reporting
    • Develop and manage all aspects of project and program engagement from planning, vendor relationships, communications, resources, budget, change, risks and issues.
    • Develop trusted advisor relationship with customers - identify new opportunities to help customers solve their business problems
    • Continue professional development to keep abreast of emerging technologies, methods and best practices

    Qualifications and Experience Required:

    • At least 3+ years’ relevant experience in delivering large/complex IT projects.
    • Prince 2 Practitioner / equivalent
    • Professional experience within the IT consulting, technology and solutions arena.
    • Creating, managing and updating of MS Projects
    • Enterprise-level use of Microsoft Office Suite, including MS Word, Excel, PowerPoint, Project and Visio.
    • Excellent verbal communication, listening skills and able to communicate appropriately with all levels of personnel, with the ability to communicate technical information and ideas
    • Very good written communication, including clear, concise e-mail communication, adept at writing reports and policies

    Desirable:

    • Azure Fundamentals AZ-900
    • MW Fundamentals MS-900
    • Agile / Scrum Practitioner

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    Provisioning Administrator

    Purpose

    We’re looking for an exceptional Provisioning Administrator to join our center of excellence in Cape Town, where you will promote a superior customer experience and leave our clients secure in the knowledge that their business is in Safe Hands as well as to proactively engage with Cloud Direct customers to ensure that:

    • We make the customers’ business a success using cloud services
    • We can clearly demonstrate our value add
    • New business opportunities are identified
    • High standards of customer service are maintained

    Responsibilities

    Onboarding:

    • Responsible for the customer onboarding process from start to finish
    • Manage a portfolio of varied customer on-boarding’s to drive successful outcomes
    • Needs to have an understanding of what has been sold to a customer/s and what the customers’ requirements are
    • Will work in conjunction with the Sales Managers, Account Managers, Project Managers, Technical Teams and customers to progress onboards successfully
    • Monitor and evaluate all Sales Management, Account Management and Customer Success Account Management order forms once submitted
    • Cooperation with the Finance Department to resolve order pricing issues
    • Prepare order reports

    Provisioning:

    • Accurately interpret customer requirements and orders to enable a clean and timely service provision and customer on-boarding / off-boarding experience
    • Administer and organize technical provisioning, cancellation and change services for the full portfolio of Cloud Direct products, working with other Cloud Direct teams as required
    • Administer and organize the purchasing of customer hardware, software, licenses, support agreements and subsequent renewals. Drive uplifts to existing customers where appropriate
    • Administer the comprehensive co-ordination of provisioning cases in conjunction with our customers, our vendors and other Cloud Direct teams, especially in the case of multiple service provisions to the same customer
    • Provide high-quality, regular ticket updates in Service Now so that both customers and colleagues are fully briefed as to the current status of all provisioning and cancellation cases
    • Administer the accurate processing of service start, termination and billing details to facilitate accurate invoicing
    • Regularly and accurately monitor all relevant service queues and communication tools, prioritizing and assigning actions/cases/communications as appropriate
    • Experience with Microsoft technologies such as CSP including Azure and Microsoft 365

    Team Working:

    • Work closely with all areas of the business to ensure that the customer experience with Cloud Direct is easy
    • Working closely with all departments to ensure customer issues are resolved in a timely manner and a positive customer experience is maintained
    • Willingly support other members of the team when required

    Personal Performance & Development

    • Monitor and understand own performance against KPI’s and vision summary
    • Prioritize workload and manage working time effectively
    • Take personal ownership for maintenance and development of role-based skills and expertise
    • Take ownership for and progress personal development plan

    Requirements

    • 2+ years’ experience in a similar role, with full customer onboarding experience
    • ITL V3 foundation
    • Basic understanding of how projects are managed with Agile / Prince methodology
    • Basic understanding of networks and broadband / mobile technologies
    • Previous work experience with telecoms will be beneficial

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    Network Operations Engineer (NOC Engineer)

    Role Purpose Summary:

    The NOC Engineer is responsible for the proactive and reactive monitoring and supporting of Cloud Direct and customer environments across a variety of technologies utilising a wide range of monitoring tools.

    The role will focus on monitoring performance/availability and responding to failures, events and alerts on customer environments and our internal cloud platform, resolving incidents, work requests and requests for change (RFC’s) within agreed SLA’s. The NOC Engineer will also be involved, subject to expertise and experience, continual improvement initiatives and customer project work.

    Key Responsibilities and Accountabilities:

    Service Operation

    • Monitor the performance and respond to alerts on customer servers and our internal cloud platform, using but not limited to the following tools and event sources
    • PRTG, Azure Monitor, Azure Sentinel, Azure DevOps, Application Insights, Backup Radar, Grafana
    • Appropriately categorise, prioritise and monitor tickets and service requests, escalating those to the appropriate internal team(s), customers or external vendors, as required
    • Correlate incidents with existing problems and participate in identification of new problems
    • Undertake administration, configuration and tuning of monitoring tools, probes, agents and alerts
    • Troubleshoot and resolve issues using available company and vendor tools and portals including remote diagnostic tools while meeting SLA targets
    • Highlight security risks and issue trends with Team Leader
    • Provide clear handover commentary and case notes for escalating cases to other Cloud Direct teams or between shifts
    • Effectively manage and document work requests and requests for change (RFC’s)
    • Carry out planned maintenance and server/application management task as required and scheduled
    • Follow ITIL and ISO agreed practices and processes
    • Execution of routine procedures including installation and configuration of infrastructure and platforms (on-premise or cloud-hosted), back up and restoration of systems, executing scripts & monitoring output
    • Undertake specific project work as required
    • Produce accurate and details technical documentation; and
    • Document solutions and workarounds to problems and communicate to colleagues

    Customer Excellence

    • Demonstrate excellent customer handling skills, negotiating assertively and openly, setting clear expectations and always delivering on what you promise
    • Provide high quality case notes and communication records with customers throughout the life of the case, so no customer is left questioning what is happing with their issue
    • Be personally responsible for driving customer satisfaction by always trying to think as the customer and promoting customer feedback via the Net Promoter Scheme (NPS) or SAT-T Surveys
    • Understand customer issues and needs to help identify additional Cloud Direct business opportunities.

    Team Working

    • Work closely with all areas of the business on customer handovers to ensure a smooth experience for new and existing customers
    • Working closely with all departments to ensure customer issues are resolved in a timely manner and a positive customer experience is maintained
    • Be proactive in reporting and or suggesting service improvements via the appropriate channels

    Personal Performance & Development

    • Monitor and understand own performance against KPI’s and vision summary
    • Prioritize case workload and manage working time effectively
    • Take ownership for and progress personal development plan
    • Use mentor and coaching times effectively in regular 1:1 meetings and Q&A sessions by ensuring you agree clear objectives and completed actions
    • Complete professional certification in line with your agreed personal development plan

    Terms of Employment:

    This role attracts the following employment conditions:

    • Office based
    • 12 Hour Shift pattern /4 Days on 4 Days of 7-day shift pattern (Day/ /Late/Night)

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    NetBackup Engineer

    Purpose

    The role will be based from our offices in Cape Town but will include remote support and joint working with the project or specialist teams. The 3rd Line Support Engineer is responsible for providing our customers with high level support either as a point of escalation from the 1st or 2nd Line 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, Livechat, email or self-service portals.

    Technical Skills

    • Backup technology experience with a clear understanding of snapshots, data & systems recovery technologies
    • 7 or more years of experience with regards to NetBackup
    • NetBackup application backup/restore utilities and scripting (GUI & CLI)
    • Red Hat Linux/Windows System Administration (emphasis on Linux)
    • Excellent interpersonal skills and time management
    • Self-motivated, driven, and hands-on approach working both in a team and independently
    • Proven customer service & communication skills

    Role and Responsibilities

    • The role primarily revolves around the design and delivery of solutions to meet our various customers’ requirements.
    • The successful candidate must be able to work alone or as part of a team with the ability to stay calm and be productive under pressure.
    • The successful candidate must be self-motivated with excellent planning and organizational skills. The successful candidate must possess good interpersonal skills, with a pragmatic approach to the customer, be flexible, and willing to work outside normal office hours to achieve the task in hand.
    • The successful candidate must have a proven track record in an implementation role and have experience in producing design and implementation documentation.
    • Will ensure all governance processes are followed, which will include standards, policies and designs being approved at the Technical Design Authority; and changes being implemented in a controlled scheduled manner after approval from the Change Approval Board.
    • Primarily the role will be office based. You will be required to provide remote support and assist with working with our project team. You will also be expected to mentor and assist with skill development.
    • We offer a challenging environment and the opportunity to develop skills supporting a wide range of technologies and solutions.
    • You will also be given specific tasks according to your capabilities and will be expected to run these tasks through to completion.

    Desirable Skills List

    • Backup technology experience with a clear understanding of snapshots, data & systems recovery technologies
    • NetBackup 8.0 (or newer versions) administration in a Storage Area Network (SAN) environment
    • NetBackup application backup/restore utilities and scripting (GUI & CLI)
    • Red Hat Linux/Windows System Administration (emphasis on Linux)
    • Knowledge of NetApp is preferred
    • Excellent interpersonal skills and time management
    • Self-motivated, driven, and hands-on approach working both in a team and independently
    • Proven customer service & communication skills
    • Knowledge of LTO tape libraries and tape drives
    • Experience with and full understanding of Storage Lifecycle Policies
    • Experience backing up VMWare, Hyper-V, SQL and NDMP devices.

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    Customer Success Account Manager

    Purpose

    To proactively engage with Cloud Direct customers to ensure that:

    • We make the customers’ business a success using cloud services
    • We can clearly demonstrate our value add
    • New business opportunities are identified
    • High standards of customer service are maintained

    Responsibilities

    Customer Champion:

    • Take ownership of direct and partner existing customers (initially direct customers only)
    • Be our customers' voice - educate us about what our customers want and need
    • Develop customer accounts by encouraging the adoption of new cloud services to drive customer's own business success, passing all new opportunities to sales for closure
    • Be the customers champion to own and drive the resolution of all customer issues and complaints, escalating as required
    • Engage with all customers who have raised cancellation requests with the objective to prevent churn
    • Take ownership for account changes e.g. contract reviews or payment changes as per agreed transaction limits
    • Manage and transact upgrades/downgrades for existing customer services
    • Manage all proactive customer communications of a non-support nature e.g. upgrades, price changes, offers etc
    • Drive the uptake and usage of PROVIDETM for all customers
    • Feed ideas into Marketing regarding topics that our customers are interested in
    • Be intrinsic to the development of the Cloud Direct customer journey / experience development
    • Case creation, classification, escalation, management and progress feedback to customers
    • Adhering to business process and procedures
    • Work closely with all areas of the business to ensure that the customer experience with Cloud Direct is easy
    • Working closely with all departments to ensure customer issues are resolved in a timely manner and a positive customer experience is maintained
    • Willingly support other members of the team when required
    • Look after Cloud Direct’s lower spend customers, 800 + customers
    • Do more reactive work based on the customers needs
    • Element of selling to these customers that are no longer on the right services.
    • Manage the teams dashboards and email inbox to ensure the work gets distributed to the correct individuals within the team.
    • Assist the New Business team with any ad hoc admin requests when needed.

    Personal Performance & Development

    • Monitor and understand own performance against KPI’s and vision summary
    • Prioritize workload and manage working time effectively
    • Take personal ownership for maintenance and development of role-based skills and expertise

    Requirements:

    • An ITIL qualification is preferable
    • Excellent communication skills and telephone manner
    • Ability and willingness to learn new technologies & products
    • You will be a self-motivated achiever who gains satisfaction from providing excellent customer service
    • Proven work experience as an Account Manager, Key Account Manager or relevant role
    • Experience delivering client-focused solutions to customer needs
    • Ability to communicate, influence, build and maintain strong working relationships with stakeholders at all levels in order to achieve successful outcomes

    Method of Application

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