Cloud Service Administrator I (Night Shift)

November 19, 2024

SALARY : $58,000 annually

SUMMARY…

The Cloud Service Administrator I reports to the Service Center Manager and is responsible for providing support for a wide-array of systems related to the OpSus Cloud and Technical Solutions Group division. The Cloud Service Administrator I will be primarily responsible for ensuring customer calls and self-service requests are addressed, tracked, communicated about and resolved in a timely manner. The Cloud Service Administrator I provides support for incidents to restore service(s) as soon as possible along with pro-actively monitoring the infrastructure and responding to alerts as applicable.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Night shift 9:00pm-8:00am Monday night to Friday morning
• 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.

OTHER DUTIES AND RESPONSIBILITIES:

• 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.

MINIMUM QUALIFICATIONS: (To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the minimum knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

Experience:

• One year or more of progressive experience in supporting a combination of Microsoft and Linux Operating Systems, VMware vSphere virtualization required.

• End-user and infrastructure desktop support experience with either physical or virtual desktop technologies strongly preferred.
• 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.

• 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.

Education:

• Bachelor degree in Information Management, Computer Science, or other related field or an equivalent amount of experience is preferred for this position.

Certifications or Licenses:
• Certifications in Microsoft, VMware, Storage, A+, Network+, and other Cloud Technologies considered a plus for this position.

Special Knowledge, Skills and Abilities:
• Excellent customer service skills required along with the ability to manage multiple customer issues at the same time.

TRAVEL REQUIRED: Approximately 10% Travel

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PHYSICAL DEMANDS: (The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

• Ability to work long hours at a desk using a PC, video conferencing, and phone usage.
• Ability to occasionally lift and move computer equipment if necessary.

• Moderate overnight travel by land or air.

WORK ENVIRONMENT: (The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

• Extensive use of desktop computer, mobile technologies video conference, phone, cell phone is essential for this function.

We offer competitive salary and above average benefit packages. CloudWave is a drug-free, EEO employer

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

DISCLAIMER

Other Jobs You May Be Interested In

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

5. HOW DO YOU PROCESS INFORMATION?

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

8. HOW TO PRIORITIZE WORK?

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

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