Career Level Summary
• Requires working knowledge and skills to perform a defined set of analytical scientific or operational processes
• Applies experience and skills to complete assigned work within own area of expertise
• Leverages standard operating procedures and/or scientific methods
• Works with a moderate degree of supervision
Critical Competencies
• Service Delivery Effectiveness: Understands where service gaps can occur within scope of own work
• Value Analysis: Provides customers with basic, standard information regarding products/offerings
Key Responsibilities
• Other Incidental tasks related to the job, as necessary.
• Resolve or escalate level-appropriate technical issues for customers in accordance with team playbook guidelines via phone and ticketing
• Secure, administer, and improve customer technical issues which can include cloud platform and infrastructure services, user management and permissions, or other
software issues
• Troubleshoot monitoring alerts and create tickets accordingly
• Act as an escalation point for techs inside and outside the team encouraging peers to participate in problem solving
• Escalate support requests according to escalation procedures
• Perform incident management identification, assist in managing and escalation
• Ensure adherence to customer & SLA commitments
• Manage personal ticket cue and monitor ticket response times and take appropriate actions to ensure team response time targets are met
• Collaborate with Account Managers and Business Development Consultants to build strong customer relationships
• Collaborate and share knowledge with other administrators on the support floor
• Provide Fanatical Experience to customers in all the above
Knowledge
• Developing OS troubleshooting knowledge for Linux and Windows
• Developing expertise in a cloud computing platform, such as AWS
• Developing knowledge to provide increased level of investigation into issues such as application servers, distributions, hosting servers, database servers, user audits, patches, and upgrades.
• Developing understanding of OS specific webhosts and database technologies, such as MSSQL/IIS for Windows or MYSQL/APACHE for Linux
• Basic ability with cross platform troubleshooting tasks such as virtualization, containers, disk storage, encryption, security, network connectivity, NFS, DNS, SSL/TLS, firewalls, and load balancers
• Basic knowledge of DevOps and/or Micro-services with at least one technology including Chef, Puppet, Ansible, Docker, Kubernetes, Azure Container Service etc
• Basic understanding of patching - documents changes based on requests for change
• Basic ability to apply change control procedures
• Requires broadened technical skills in analytical/ scientific methods or operational processes to perform a defined array of activities
• Understands how the team integrates with others to accomplish the team objectives
Skills
• Self-motivated with a strong desire to learn and improve both technical and ‘people’ skills • Strong verbal and written communication skills and the ability to communicates basic technical information with team members • Strives for performance improvements in oneself and peers • Leads by example and motivates team members • Organizational skills with the ability to provide quality at pace • Ability to handle multiple tasks and prioritize work under pressure • Ability to work at a team level as well as an individual level • Ability to interact confidently with more senior and/or skilled areas of the business • Able to communicate constructive feedback effectively • Ability to adapt to changing business and technology requirements. • Sound problem solving and troubleshooting skills
Certifications
• Requires AWS, Azure, GCP, Openstack, or other cloud computing certification
Experience
• Required • 3 – 5 years of Cloud or System Operations Administration experience
• Preferred • 3 – 5 years of Cloud or System Operations Administration experience in a client-centric ticket queue environment