Cloud Support Officer - Lagos, Nigeria - MainOne
Description
ABOUT THE COMPANY
MainOne is a broadband infrastructure company providing innovative telecoms services and network solutions across West Africa. Since its launch in 2010, MainOne has developed a reputation for providing highly reliable services to major telecom operators, ISPs, government agencies, small to large enterprises, and educational institutions in West Africa. MainOne also owns a data centre subsidiary, MDXi which builds and operates Tier III data centres across West Africa.
JOB SUMMARY
Qualifications, Skills & CompetenciesBachelor's Degree in Computer Sciences, Information Management or related engineering field is preferredMinimum years of Experience: 2Experience with Microsoft public, hybrid and private cloudTechnical Expertise in cloud service delivery models including infrastructure as a service, platform as a service and software-as-a-service; automation; hypervisors; containers; virtual compute, storage, and networks; virtual infrastructure management; self-provisioning; and scaling.Experience working with Windows/Linux operating systemsMinimum of 2 years' experience working with Microsoft system centre 2012 or later versionsMinimum of 2 years' experience in a virtualization & cloud environment.Strong Cloud experience skills (AWS or Azure)Powershell scripting experience will be an added advantageNetworking experience will be an added advantage.Certifications in Linux, Hyper-V, Windows Server, Microsoft System Centre, VMware, Storage, and other Cloud Technologies considered a plus for this position.Excellent customer engagement skillsExcellent oral and written communication skillsAbility to follow through project phases or life cycle, following Project implementation guidelines to achieve effectiveness in project deliveryGood understanding of networking in a cloud-based environmentProblem solving skillsPrioritizing skillsTroubleshooting skillsDemands of the Job:Ability to take ownershipHigh level of initiative and creativity in discharging assigned tasks.Ability to work under pressureAbility and willingness to work long hours and meet tight deadlines when required.
RESPONSIBILITIES
The Cloud Support Officer will be responsible for providing first level support to MainOne Cloud & Managed services customers in line with customer SLA requirement. Other responsibilities include:Respond to operational requests with Work Breakdown Schedules (WBS) or implementation planWork with the GNOC team, Cloud operations team as well as the Managed services team in a shift system to provide 24/7 support to Cloud customers.Troubleshoot (Microsoft Private cloud with Windows Azure pack and Azure Stack), cloud (AWS, Azure) and hybrid solutions.Provide timely support to internal and external customersPrepare documentations and reports as requiredProvide support to Customers on escalationsOpen support ticket, update and close them accuratelyIdentify, recommend, and implement potential improvements to service efficiency.Comply with support processes and procedures to ensure customer satisfaction and service level objectives (SLO) are met.Identify, recommend and implement potential improvements to service efficiency.Ensure quality, up-to-date documentation exists for all service arrangementsWork with the Cloud Implementation, and Cloud Solutions teams to deliver customer projects.
REQUIRED SKILLS
Project management, Cloud architectures and services, Database query languages (SQL, others), IT support
REQUIRED EDUCATION
Bachelor's degree