Cloud Ops Tier 1 Support

As Microsoft Partner of the year for New Zealand and on our mission to empower business to achieve brilliant things with cloud technology, we are seeking a Cloud Success Specialist to deliver an excellent customer engagement experience to Umbrellar customers, which includes our unique partners and their customers. Our Cloud Ops Tier 1 Support team provide inbound and outbound support to all Umbrellar Cloud customers through case management, monitoring of customer environments and coordinating incident management.

Cloud Ops Tier 1 support team provides inbound and outbound support to Umbrellar Cloud customers through robust incident and request handling via effective case management, monitoring of customer environments and coordination of incident response. This is a key customer focused role, enabling customers to maximise their use of Umbrellar products, services and support.

The Cloud Cloud ops Tier 1 support is also tasked with identifying opportunities for customer growth through Umbrellar solutions and to provide feedback into our sales and managed services teams for improvements to existing and future service offerings. You are required to carry out technical analysis of systems issues and outages as they occur across customer enterprise networks. Then undertake research to troubleshoot and resolve the issue or, depending upon complexity, escalate the issue to other systems administrators/analysts and/or network engineers. This is an exciting opportunity responsible for researching and documenting various mitigation strategies. To be successful, you will maintain current and thorough knowledge of customer technologies and their significance to customer operations. This role also performs some basic system administration tasks such as patching operating systems using our automation and orchestration tools and platforms such as SaltStack, Azure OMS and RunDeck amongst others.

There is loads of variety in this role, you will be involved in on-boarding new customers technologies, support and project work from time to time

**Responsibilities of the position**:

- Identification of suitable solutions to enable customer success in the cloud economy
- Facilitate the customer purchase journey through the ongoing promotion of Umbrellar products and services
- Monitor customer environments for reactive event and incident management and ensuring resolution of issues within agreed service levels
- Identify process and system improvement initiatives
- Operational tasks as directed by Service Operations Lead
- Pro-actively comply with all Company, Legislated and / or Industry-mandated data security standards, policies, procedures, and practices
- Participation in an on-call roster

**What we are looking for**:

- 1-2 years’ experience in an entry level Systems Administration role or previous experience with administration tasks within Microsoft and Linux/Open Source systems and platforms
- And / or 2-3 years’ experience in a support / call centre or support role
- Cloud industry product experience - with a preference for Microsoft Azure, VMWare or other industry standard private/public cloud technology
- Knowledge / experience with ITIL service delivery principles
- Experience with Service Management tools and platforms such as Salesforce Service Cloud preferred
- Beginner level experience or eagerness to learn technologies such as Powershell, SaltStack, Rundeck etc
- Passion and commitment to excellent customer service
- Proactive in seeking out tasks to compliment customer requirements
- Excellent written and verbal communication skills
- Adaptive to change - operational and technology

To be successful you will be a strong communicator and able to engage with stakeholders and elicit a clear understanding of requirements. We also ask you demonstrate a high level of professionalism, be self-motivated with an ability to share and mentor others. Along with your strong communication and technical skills it is essential you have an ambitious attitude to work in our close-knit team and bring passion to redefine the delivery of cloud services to NZ businesses.