[Remote] Cloud Service Administrator I (Night Shift)

Note: The job is a remote job and is open to candidates in USA. CloudWave, a Healthcare IT Solutions company, is seeking a Cloud Service Administrator I to provide support for the OpSus Cloud and Technical Solutions Group division. The role involves addressing customer calls and self-service requests, ensuring timely resolution of issues, and monitoring infrastructure alerts.

Responsibilities

• Ensure inbound phone calls and self-service requests are addressed appropriately in a timely manner using excellent customer service skills
• Identify, troubleshoot and resolve customer and systems issues. Utilize standard and ad-hoc procedures to perform first level issue resolution for systems. Use appropriate tools to track and report problem status and escalate to internal support, vendors, and management within established SLA’s
• Follows all issues to resolution, engaging others as needed. Acts as the primary contact for the customer providing a single point of interaction
• Reference and utilize technical resolution documentation, such as knowledge base articles, on systems, infrastructure and processes
• Follow security procedures, standards, and protocols related to all technologies
• Actively monitor all infrastructure and systems and ensure resolution to any monitoring alerts. Work with engineering to resolve any alerts as necessary
• Adhere to standards for availability and business continuity
• Work directly with customers, utilizing excellent customer service skills, during all phases of the customer relationship
• The Service Center will be required to answer support calls from customers and work to resolve their issues
• Constant improvement of all services and processes
• Other duties as assigned
• Shift work may be required, including but not limited to nights and weekends to ensure appropriate coverage

Skills

• One year or more of progressive experience in supporting a combination of Microsoft and Linux Operating Systems, VMware vSphere virtualization required
• Working knowledge of Microsoft operating systems, networking concepts, and computer hardware required
• Experience in executing periodic systems patching and updates on a regular basis required
• Excellent customer service skills required along with the ability to manage multiple customer issues at the same time
• End-user and infrastructure desktop support experience with either physical or virtual desktop technologies strongly preferred
• Experience with supporting advanced blade architecture such as Cisco UCS and HP BladeSystem preferred
• Experience with advanced datacenter wide virtualization preferred
• Previous Customer Service, Call Center, Help Desk and/or Service Desk experience preferred
• Bachelor degree in Information Management, Computer Science, or other related field or an equivalent amount of experience is preferred for this position
• Certifications in Microsoft, VMware, Storage, A+, Network+, and other Cloud Technologies considered a plus for this position

Benefits

• We offer competitive salary and above average benefit packages.

Company Overview

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