Please note that MainOne does not accept unsolicited resumes from recruitment agencies.
In the absence of a signed service agreement, MainOne will not consider or agree to any payment,
referral fee or such other compensation to a recruitment agency. In the event of the submission of an
unsolicited resume or referral from a recruitment agency without a signed service agreement,
MainOne reserves the right to pursue and hire any such candidates without any obligation (financial or otherwise)
to such recruitment agency.
In addition, MainOne does not support or approve hiring practices that obligate a candidate to pay a
portion of his/her remuneration to a recruitment agency as compensation for a referral to MainOne.
I hereby declare that the information I will provide on my job application and supporting documents is
correct and can be relied on. If it is subsequently discovered that any statement or information is false,
misleading or copied from another source (in the case of assessments), my application may be disqualified.
The Cloud Support Officer will be responsible for providing first level support to MainOne Cloud & Managed services customers in line with customer SLA requirement. Other responsibilities include;
Respond to operational requests with Work Breakdown Schedules (WBS) or implementation plan
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.
Troubleshoot (Microsoft Private cloud with Windows Azure pack and Azure Stack), cloud (AWS, Azure) and hybrid solutions.
Provide timely support to internal and external customers
Prepare documentations and reports as required
Provide support to Customers on escalations
Open support ticket, update and close them accurately
Identify, recommend, and implement potential improvementsto service efficiency.
Comply with support processes and procedures to ensure customer satisfaction and service level objectives (SLO) are met.
Identify, recommend and implement potential improvements to service efficiency.
Ensure quality, up-to-date documentation exists for all service arrangements
Work with the Cloud Implementation, and Cloud Solutions teams to deliver customer projects.
Qualifications, Skills & Competencies
Bachelor's Degree in Computer Sciences, Information Management or related engineering field is preferred
Experience with Microsoft public, hybrid and private cloud
Technical Expertise in cloud service delivery models including infrastructure as a service, platform as a service and software-as-a-service; automation; hypervisors; containers; virtual compute, storage, and networks; virtual infrastructure management; self-provisioning; and scaling.
Experience working with Windows/Linux operating systems
Minimum of 2 years’ experience working with Microsoft system centre 2012 or later versions
Minimum of 2 years’ experience in a virtualization & cloud environment.
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
Ability to follow through project phases or life cycle, following Project implementation guidelines to achieve effectiveness in project delivery
Good understanding of networking in a cloud-based environment
Problem solving skills
Demands of the Job
Ability to take ownership
High level of initiative and creativity in discharging assigned tasks.
Ability to work under pressure
Ability and willingness to work long hours and meet tight deadlines when required.