Cloud Technical Specialist
Islamabad, Lahore, Rawalpindi
Apply By Sep 24, 2021
Job Description (total positions: 1, posted on: Sep 3, 2021)


  • 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

Cloud Computing, Office 365, Microsoft Azure,

Industry
Information Technology
Category
Computer Networking
Job Type
Full Time/Permanent ( Rotating )
Gender
No Preference
Minimum Education
Bachelors
Career Level
Experienced Professional
Minimum Experience
2 Years