Cloud Support Specialist

3 weeks ago

Gurugram, India Exasoft Full time

Language Requirement – Spanish (Verbal & Written)


Responsibilities:

  • The primary responsibility of L1 support is to handle basic queries and resolve straightforward issues.
  • These could include password resets, software installations, and general troubleshooting.
  • Offering a quick and accessible solution for common IT-related problems.


Technical Requirements:

  • Should have a hands-on experience and Level one Knowledge of operating system Linux and Windows OS.
  • Understanding of the following monitoring concepts: Infrastructure, systems, and Application health, system availability, latency, performance, and end-to-end monitoring.
  • Should have basic understanding of Amazon AWS or Microsoft Azure portal.
  • Diligently observe and interpret cloud monitoring dashboards and alerts.
  • Resolve basic issues; escalate urgent and complex issues. Know the difference.
  • Basic/Intermediate knowledge of AWS EC2, Load Balancing OR Microsoft Azure AD, Domain and Tenant, Azure Subscription, Manage roles and devices, Azure Users and Groups.
  • Basic/Intermediate knowledge of Microsoft AD, DNS, Group Policies)
  • Basic knowledge of networking (IP address, Mac address, Layer 1 VS Layer 2, VPN, Subnet, Proxy)
  • Basic knowledge/experience with Networking and troubleshooting (TCP/IP, DNS, DHCP, tracert, LAN)
  • Basic knowledge of Virtualization likewise VMWARE/HYPER-V/Citrix.
  • Contribute to technical knowledge base.
  • Preferred if having MCSE/MCSA certifications OR AWS/AZURE certification.


Other Requirements:

  • 2 to 4 years prior experience in a technical support role
  • Experience in help-desk/call support etiquettes.
  • Should have Good Spanish language communication skills (read, write and speak)
  • Strong problem solving, priority setting, and collaboration skills.
  • Adaptability to changing work environment and technologies.
  • Be aware of customer SLA’s and escalate issues if cases are taking too long to resolve.
  • Experience (1+ years) with ITIL processes including Incident, Problem, Change, Knowledge and Event Management.
  • Proficiency in computer usage, internet, and Microsoft Office suite of applications (Outlook, Word, Excel, PowerPoint, Etc.)
  • Bachelor’s Degree in related field.

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