Job Description

• As a Cloud Technical Specialist, you will be responsible for providing white glove, world class service to Zones clients.


• You will be the first point of contact for several types of customer engagements, providing thoughtful day-to-day comprehensive technical support to administrators and users from initial challenge through complete resolution.


• This will include talking the customer through all aspects of their account and subscriptions, to troubleshooting and resolving all technical issues.


• Strong verbal and written communication are essential to client satisfaction.

This is a shift position, you will need to be flexible to work 1st, 2nd, or 3rd shift.

The Cloud Technical Specialist is primarily responsible for:

• Rapidly establish a good working relationship with customers and colleagues


• Flexibility and ability to adapt to ambiguous and changing situations


• Strong customer service, communication, interpersonal, and analytical skills


• Handling support calls pertaining to Microsoft Public Cloud, Azure, AWS, G Suite, Cisco, and Microsoft Office 365 technical architecture and virtualization technologies in general.


• With an eagerness in the ability to learn new emerging cloud platforms and technologies.


• Stay up to date with technological changes in the industry via internal and external training.


• Enforce a high-quality customer service culture, where every client feels like the one and only.


• Share and document your knowledge with teammates and guide them in the resolution of complex technical problems


• Need to be able to work independently and provide guidance to new staff on the team


• Troubleshoot incidents, identify root cause, fix and document problems, and implement preventive measures.


• Ensure accurate and timely resolution of all assigned issues, conforming to a strict SLA


• Acting as a subject matter expert (SME) across all supported subject areas.


• Experience coordinating resolution of L1/L2 support issues, and escalations as required


• Design and prepare technical reports, charts, and graphs to record results.


• Education/Work

Technical Skills

Required:

Nice to Have:

• Bachelor’s degree in Computer Science, or equivalent in work experience.


• Client-facing communications skills (verbal & written) including the ability to communicate with all levels, from developers through C level Management


• 4+ years experience in Microsoft Office 365, Azure, Windows Active Directory, Windows Server, Windows 7/8/8.1/10 OS, PowerShell


• Excellent understanding of computer systems and mobile devices to understand and troubleshoot software issues.


• Customer experience with cloud and hybrid infrastructures, architecture designs, migrations, and technology management; broad experience with Microsoft 365 Security, Azure Security, and Enterprise Mobility + Security, and Windows 10


• Windows, SQL, & Exchange Server 2010/2013/2016/2019 knowledge preferred


• Defining new and refining existing business processes with 5 Star support being at the heart of all processes


• In-depth technical knowledge with other cloud technologies such as Adobe, Jamf, G Suite, AWS, Metallic, etc..


• Certifications in Microsoft, Cisco, Palo Alto, Juniper, Linux technologies preferred


• Experience with ticketing systems such as Service-Now, Zendesk, Jira, Freshdesk, etc.


• Ability to work independently in a fast-paced environment where technology and customers\' requirements can change regularly.


• Use of a Representation State Transfer (REST) API set and understanding of RESTful API development.


• Linux and MAC OS experience

Required Skills