Cloud Engineer I - VMWare Support

The Role:

What You’ll Do:

• Represent Cloud Support by being the initial point of contact for our customers while ensuring they feel supported and valued.
• Deliver support services (via chat, phone and email) to meet 11:11 Systems’ Service Level commitments to customers.
• Manage the ticketing system intake queue to provide rapid response to new tickets entering the system
• Participation in an on-call after hours rotation.
• Provide accurate, professional responses to customer queries and concerns and escalate as necessary within support (L2/L3), to ensure customer satisfaction.
• Practice extreme ownership of incident ticket(s) within area of responsibility
• Follow 11:11 Systems best practices for service management.
• Deliver superior customer service while maintaining professional relationships.
• Work supportively with colleagues, operating in a manner that is consistent with 11:11’s Code of Business Ethics and Company Values
• Responsibly receive, transmit, and handle company data and information per Company data handling agreements, work procedures and policies
• Review and follow company policies and guidelines, data privacy practices, including annual compliance training certification and policy acknowledgements
• Additional duties as assigned
  

Who You Are & What You’ll Bring:

• 3+ years recent experience as a technical, external customer facing support, hands-on experience in one or more technologies listed below: -
• VMware vSphere (ESXi, vCenter, clusters, HA/DRS)
• VMware vCloud Director (tenants, catalogs, networking, edge gateways)
• Zerto (failover/failback testing, replication management, DR runbooks)
• Veeam Backup & Replication (jobs, repositories, restores, replication) including O365
• Cohesity DataProtect platform
• Strong understanding of virtualization, storage, networking (VLANs, firewalls, load balancers), and Windows/Linux administration
• Experience in supporting multi-tenant cloud environments
• Understanding of cloud-based infrastructure services, such as BaaS, IaaS and DRaaS.
• Strong investigative, written, and verbal communication skills to effectively document and resolve client issues.
• High energy, positive attitude, and goal-oriented approach with proven technical knowledge, consultative skills, and adaptability.
• Demonstrated ability to manage multiple tasks independently with strong time management, decision-making, and accountability.
• Must be legally eligible to work in assigned without visa sponsorship.
  

Benefits:

• Standard Life Pension Scheme
• Healthcare Insurance Plan
• Cash Plans
• Income protection
• Life assurance
• Paid Vacation & Holidays
• Leave of absences