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Job Summary

The Cloud Support Officer will be responsible for providing first level support to Equinix Cloud & Managed services customers in line with customer SLA requirement.

Responsibilities

• 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 improvements to 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

• 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

• Prioritizing skills

• Troubleshooting skills

Equinix is committed to ensuring that our employment process is open to all individuals, including those with a disability.  If you are a qualified candidate and need assistance or an accommodation, please let us know by completing this form.

Equinix is an Equal Employment Opportunity and, in the U.S., an Affirmative Action employer.  All qualified applicants will receive consideration for employment without regard to unlawful consideration of race, color, religion, creed, national or ethnic origin, ancestry, place of birth, citizenship, sex, pregnancy / childbirth or related medical conditions, sexual orientation, gender identity or expression, marital or domestic partnership status, age, veteran or military status, physical or mental disability, medical condition, genetic information, political / organizational affiliation, status as a victim or family member of a victim of crime or abuse, or any other status protected by applicable law.