[Hiring] Associate Cloud Specialist @Hyland

Role Description

The Associate Cloud Specialist is primarily responsible for responding to and resolving monitoring alerts, handling requests from customers, partners, and the company's services team, and supporting incident response, Disaster Recovery failover testing, and scheduled maintenance windows within the cloud environment. This role operates with direct assistance and oversight from team members, offering a strong foundation for building expertise in cloud operations and hosted solution support.

• Respond to basic inbound phone calls, tickets, and emails from internal and external resources requesting assistance with cloud hosted solutions, developing a basic understanding of case and ticket workflows with direct oversight from team members.
• Interact with customers, partners, and internal resources to understand needs as they relate to ticket requests, ensuring clear and professional communication with direct oversight from team members.
• Respond to alerts from internal monitoring tools and take timely corrective action to resolve issues, with direct oversight for applying best practices.
• Assist with supporting cloud infrastructure, networking, and hosting tools to ensure high availability of customer solutions.
• Troubleshoot and resolve basic cloud issues utilizing the company's systems, utilities, and support processes with direct oversight from team members, learning best practices for effective problem resolution.
• Contribute to internal documentation that fully reflects all activity related to issue resolution and the maintenance of hosted systems, with oversight and guidance from team members.

Qualifications

• Associate's degree or equivalent experience, with a foundational understanding of cloud hosting environments and support processes.
• Knowledge of systems administration principles, Microsoft Windows, networking, and virtualization technologies.
• Knowledge of Microsoft Server environments, including Microsoft Active Directory, networking, storage, and virtualization technologies.
• Oral and written communication skills that demonstrate a professional demeanor with the ability to interact with others using discretion and tact.
• Critical thinking, analytical, and problem-solving skills with the ability to summarize large quantities of information into actionable insights.

Requirements

• Experience working with cloud infrastructure monitoring tools and executing corrective action workflows in a timely manner.
• Demonstrated ability to work independently and collaboratively within a team environment, with the ability to influence, motivate, and mobilize peers and business partners.
• Experience contributing to internal documentation and audit information gathering in alignment with established standards, policies, and configuration guidelines.
• Familiarity with disaster recovery and business continuity processes within cloud-hosted environments.
• Proven ability to establish rapport and gain the trust of customers and partners while effectively building consensus across stakeholders.

Benefits

• Career development resources.
• Wellbeing programs.
• Innovation practices.