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Cloud Support Engineer
 
Title: Cloud Support Engineer
Category: IT/Software Development
Job type: Permanent
Job status: Full Time
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Description:
iland is looking for a Cloud Support Engineer to deliver support services to iland’s customer base, providing superior customer service. This is a full-time position based in our London headquarters in The Shard and reports to the Service Desk Manager.

This is a phenomenal opportunity for technically-capable individuals with anywhere from two to four years of professional experience to take their careers to the next level with the latest in cloud infrastructure technologies. Through extensive hands-on and classroom training with the goal of attaining a variety of certifications, iland provides a fast-track career path for talented individuals in the fields of virtualisation, networking, and systems administration.

Responsibilities

o Deliver support services (phone and email) to meet iland’s Service Level commitments to customers

o Follow ITIL best practices for service management

o Deliver superior customer service

o Triage incoming support tickets for iland Enterprise Cloud Infrastructure and Disaster Recovery customers; create/update tickets with customer information

o Resolve tickets directly and escalate tickets to senior technical staff, as appropriate

Requirements

Required Skills

The following skills represent the minimum requirements to be considered for this position:

o University degree, technical or computer-related degree preferred

o 2-3+ years' hands-on VMware vSphere experience, vCloud Director a plus

o 2-3+ years of experience with Windows administration (Server, IIS, SQL, AD, etc.)

o Solid understanding of and experience with virtualisation technologies, such as VMware, OpenStack, AWS, etc.

o Understanding of cloud-based infrastructure services, such as IaaS and DRaaS

o 5+ years of experience as a technical support representative, hands-on troubleshooting a plus

o Excellent communicator, high energy, positive attitude, aptitude for professional growth

o Must be detail- and goal-oriented with demonstrated technical knowledge and consultative skills

o Ability to pursue positive outcomes for assigned tasks independently

Preferred Skills

The following skills represent additional proficiencies preferred to be successful in this position:

o Network administration experience

o Linux server administration experience

o Experience in a troubleshooting role

o Certifications from VMware (VCA or VCP) or Cisco (CCNA, CCNA Security, etc.)

o ITIL Foundations certified

Benefits

Competitive Salary Bonus Plan Stock Plan Pension Scheme Paid Vacation & Holidays Extensive Training About iland

iland has been in business for over 20 years, and is an industry leader in the areas of Secure Disaster Recovery as a Service (DRaaS), Secure Cloud Backup (BaaS), and Secure Infrastructure as a Service (IaaS). iland differentiates itself and maintains its market leadership by investing heavily in its proprietary Cloud Console, which is an orchestration tool for its cloud services offered in the US, UK and Singapore. The result of this investment is a rapid development cycle with up to four product releases per year. We provide an exciting, fast-paced environment that has been recognized by these industry leaders and more:

Gartner Magic Quadrant Disaster Recovery as a Service Leader: 2016-2018 Zerto Service Provider of the Year: 2016 & 2017 Veeam Service Provider of the Year: 2016 & 2017 The Forrester Wave Top DR-as-a-Service Providers: Q1 2014 Houston Business Journal #1 Best Place to Work: 2012 & 2013 Nine Lives Media Inc. Talkin’ Cloud 100: 2011, 2012 & 2013 Houston Business Journal Houston Fast 100: 2012 & 2013 Cisco Cloud Managed Service Provider (Cisco Powered) VMware Global Service Provider Partner (VSPP) of the Year: 2010-2012
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