Cloud Solutions Specialist
7 days ago
We are seeking a highly skilled Technical Support Specialist to provide first-line support for customer incidents related to public and private cloud platforms at Spruce IT Pvt. Ltd.
Estimated Salary: $90,000 per year
About the Role:
The ideal candidate will have experience in technical support, knowledge of public cloud platforms, and excellent communication skills.
Main Responsibilities:
Incident Management & Technical Support:
- Provide first-line support for customer incidents related to public and private cloud platforms.
- Monitor customer infrastructure on Azure, SolarWinds, and ScienceLogic to proactively identify and troubleshoot potential issues.
- Manage service-related tasks, including troubleshooting Azure issues (public cloud), creating and escalating tickets to Microsoft support, resolving locally hosted cloud issues (private cloud), vSphere support, VM backups and restoration, etc.
- Collaborate with customers to understand their needs and provide effective solutions.
Knowledge Management & Collaboration:
- Implement the KCS (Knowledge-Centered Service) methodology by creating comprehensive knowledge base articles for each customer interaction.
- Work collaboratively with internal teams, partners, vendors, and hyperscalers to ensure a seamless customer experience.
Innovation & Continuous Learning:
- Stay up-to-date with new skills and technologies to remain ahead in the cloud computing landscape.
- Promote innovation and prototype new tools to streamline internal processes and improve service delivery.
Requirements:
Necessary Qualifications:
- Experience in first-line technical support within the hosting or data center operations industry is a plus.
- Familiarity with public cloud platforms like Azure and private cloud technologies (vSphere, VM management).
- Experience monitoring and troubleshooting cloud infrastructure using tools like Azure alerts, SolarWinds, and ScienceLogic is an advantage.
- Strong understanding of KCS (Knowledge-Centered Service) methodology for knowledge base creation.
- Excellent communication and interpersonal skills to collaborate effectively with customers, internal teams, and partners.
- Problem-solving and analytical skills to diagnose and resolve cloud-related issues.
- A passion for innovation and continuous learning.
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