JOB DETAILS

Job Title: Cloud Support Officer

Department: Technical
Location: Lagos
Number to Hire: 2
Job Type: Permanent
Minimum years of Experience: 2

Responsibilities

The Cloud support analyst will be responsible for providing first level support to MainOne cloud & Managed services customers in line with Customer SLA requirement.

The specific responsibilities shall include to:

  • Work with the GNOC team, Cloud operations team as well as the Managed services team in a shift system to provide 24/7 support to Cloud customers.
  • Comply with support processes and procedures to ensure customer satisfaction and service level objectives (SLO) are met.
  • Provide first level support for cloud customer complaints
  • Support ticket/queue management
  • Identify, recommend and implement potential improvements to service efficiency.
  • Ensure quality, up-to-date documentation exists for all service arrangements

Qualifications, Skills & Competencies

  • Bachelor's Degree in Computer Sciences, Information Management or related engineering field is preferred
  • Minimum of 2 years’ experience in a virtualization & cloud environment.
  • Minimum of 2 years’ experience working with Microsoft system centre 2012
  • Experience working on Hyper-V and Active directory
  • Experience with Microsoft public, hybrid and private cloud
  • Experience working with Windows/Linux operating systems
  • Strong Cloud experience skills (AWS or Azure)
  • Powershell scripting experience will be an added advantage
  • Networking experience will be an added advantage.
  • Certifications in Linux, Hyper-V, Windows Server, Microsoft System Centre, VMware, Storage, and other Cloud Technologies considered a plus for this position.
  • Excellent customer engagement skills
  • Excellent oral and written communication skills

Demands of the Job

  • Problem solving skills
  • Ability to take ownership
  • Prioritizing skills
  • Troubleshooting skills
  • Ability to work under pressure