[Hiring] Cloud Service Administrator I @Park Place International LLC dba CloudWave

Role Description

The Cloud Service Administrator I reports to the Service Center Manager and is responsible for providing support for a wide-array of systems related to the OpSus Cloud and Technical Solutions Group division. The Cloud Service Administrator I will be primarily responsible for ensuring customer calls and self-service requests are addressed, tracked, communicated about and resolved in a timely manner. The Cloud Service Administrator I provides support for incidents to restore service(s) as soon as possible along with pro-actively monitoring the infrastructure and responding to alerts as applicable.

• Ensure inbound phone calls and self-service requests are addressed appropriately in a timely manner using excellent customer service skills.
• Identify, troubleshoot and resolve customer and systems issues.
• Utilize standard and ad-hoc procedures to perform first level issue resolution for systems.
• Use appropriate tools to track and report problem status and escalate to internal support, vendors, and management within established SLA’s.
• Follow all issues to resolution, engaging others as needed.
• Act as the primary contact for the customer providing a single point of interaction.
• Reference and utilize technical resolution documentation, such as knowledge base articles, on systems, infrastructure and processes.
• Follow security procedures, standards, and protocols related to all technologies.
• Actively monitor all infrastructure and systems and ensure resolution to any monitoring alerts.
• Work with engineering to resolve any alerts as necessary.
• Adhere to standards for availability and business continuity.
• Work directly with customers, utilizing excellent customer service skills, during all phases of the customer relationship.
• The Service Center will be required to answer support calls from customers and work to resolve their issues.

Qualifications

• One year or more of progressive experience in supporting a combination of Microsoft and Linux Operating Systems, VMware vSphere virtualization required.
• End-user and infrastructure desktop support experience with either physical or virtual desktop technologies strongly preferred.
• Working knowledge of Microsoft operating systems, networking concepts, and computer hardware required.
• Experience in executing periodic systems patching and updates on a regular basis required.
• Experience with supporting advanced blade architecture such as Cisco UCS and HP BladeSystem preferred.
• Experience with advanced datacenter wide virtualization preferred.
• Previous Customer Service, Call Center, Help Desk and/or Service Desk experience preferred.

Requirements

• Bachelor degree in Information Management, Computer Science, or other related field or an equivalent amount of experience is preferred for this position.
• Certifications in Microsoft, VMware, Storage, A+, Network+, and other Cloud Technologies considered a plus for this position.
• Excellent customer service skills required along with the ability to manage multiple customer issues at the same time.

Benefits

• Competitive salary and above average benefit packages.
• CloudWave is a drug-free, EEO employer.

Travel Required

• Approximately 10% Travel.

Physical Demands

• Ability to work long hours at a desk using a PC, video conferencing, and phone usage.
• Ability to occasionally lift and move computer equipment if necessary.
• Moderate overnight travel by land or air.

Work Environment

• Extensive use of desktop computer, mobile technologies video conference, phone, cell phone is essential for this function.