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Cloud Technical Specialist
Islamabad, Lahore, Rawalpindi
Apply By Feb 13, 2021
Job Description (total positions: 1, posted on: Jan 13, 2021)

Position Overview

  • 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

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

Technical Skills

Required:

  • 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..

Nice to Have:

  • 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

JIRA, Adobe, Cloud Computing,

Industry
BPO
Category
Computer Networking
Job Type
Full Time/Permanent ( Third Shift (Night) )
Gender
No Preference
Minimum Education
Bachelors
Career Level
Experienced Professional
Minimum Experience
4 Years