Cloud Support Consultant

Job Description

The Cloud Support Consultant is responsible for providing exceptional technical support to customers with the ability to identify, research and resolve issues. Responsibilities include troubleshooting incidents, tracking internal ticket progress, and escalating the issues, problems, risks, and constraints to the appropriate parties for clarification and resolution when necessary.

Primary Responsibilities

• Manage, research, and resolve issues relating to OVHcloud US services
• Maintain a high level of proficiency in all OVHcloud, Virtualization, Network,Linux, Windows, Disaster Recovery and Hyper converged technologies
• Work in a team environment
• Manage ticket monitoring system by assigning tickets based on complexity and SLA responsibilities
• Use creative problem-solving skills to help customers implement solutions
• Follow up with customers to verify solutions are successful
• Summarize, communicate and escalate customer experiences
• Take initiative to continually improve OVHcloud processes and services
• Represent OVHcloud, its shareholders, and its partners in only the most professional manner at all times

Education & Experience Requirements

• Bachelor’s Degree in Computer Science or equivalent experience
• Cloud, VMware, MCSE, MCDBA, and/or various UNIX/LINUX certifications are a plus
• 1-3 years of administration and support experience with all of Windows server operating systems, and workstation operating systems in large environments
• 1-3 years of administration and support experience with UNIX systems (CentOS, Red Hat, Ubuntu) preferred
• Familiarity with OVHcloud services, VMware vSphere, ESXi, and other Open source platform and products.
• Strong virtual networking skills with NSX and other related products preferred.
• Programming/Devops experience is a plus.
• Ability to build and maintain excellent relationships with customers.
• Excellent communication (both oral and written), interpersonal, and customer service skills are a must .
• Ability to act in an effective and professional manner during moments of high stress.
• Familiarity with a variety of enterprise management tools and software.
• Strong commitment to setting goals and achieving results.
• Should be willing to work in shifts including night shifts.

Skill sets

• Basic level of VMware components
• vCenter
• ESXi
• Virtualization
• VCD
• Hypercoverged Infrastructure-Nutanix
• Good network knowledge and troubleshooting
• Understanding common information architecture
• Navigating and understanding Operating Systems
• Linux (CentOS, Ubuntu, RedHat)
• Windows (Server)
• Knowledgeable of third party applications
• Veeam and Zerto.
• vSR
• Knowledge of service ticketing systems like ZenDesk, Service Now, JIRA.