Job Purpose
Provide 24/7 technical assistance and support to provide technical support and assistance to customers using cloud-based services. This includes troubleshooting and resolving issues related to cloud infrastructure, networking, security, and application deployment. You will also collaborate with other teams to identify and escalate complex issues, as well as contribute to the development of knowledge base articles and documentation. Additionally, you may be involved in monitoring and optimizing cloud resources to ensure optimal performance and cost efficiency.
¿ To be responsible for the management of both proactive and reactive cases ensuring a professional and consistent delivery of quality services to our customers.
¿ The ultimate goal is to ensure that customers have a positive experience and receive prompt and effective solutions to their problems.
Key tasks and responsibilities
1. Providing technical support to customers via various channels (e.g., email, chat, phone) and resolving their cloud-related Incidents and needed Change Requests. 2. Troubleshooting and resolving issues related to Cloud infrastructure, networking, security, SAAS & PAAS. 3. Collaborating with cross-functional teams to escalate and resolve complex technical issues. 4. Monitoring and optimizing cloud resources to ensure optimal performance and cost efficiency. 5. Contributing to the development of knowledge base articles, documentation, and best practices. 6. Assisting customers with cloud service onboarding, configuration, and migration. 7. Conducting root cause analysis and providing recommendations to prevent recurring issues. 8. Staying updated with the latest cloud technologies, trends, and best practices. 9. Participating in on-call rotations to provide 24/7 support to customers. 10. Maintaining a high level of customer satisfaction by delivering timely and effective solutions.
Skills and Qualifications
¿ Very good interpersonal and communication skills ¿ IT background (Engineering, Computer Science or Similar Education) ¿ Strong knowledge of cloud computing platforms such as Amazon Web Services (AWS), Microsoft Azure, or Google Cloud Platform (GCP). ¿ Proficiency in troubleshooting and resolving issues related to cloud infrastructure, networking, security, and application deployment. ¿ Familiarity with scripting languages like Python, PowerShell, or Bash for automation and infrastructure management. ¿ Understanding of virtualization technologies like VMware or Open Stack. ¿ Strong problem-solving and analytical skills to diagnose and resolve complex technical issues. ¿ Excellent communication skills to effectively interact with customers and internal teams. ¿ Ability to work in a fast-paced environment and handle multiple tasks simultaneously. ¿ Relevant certifications such as AWS Certified Solutions Architect, Azure Administrator, or Google Cloud Certified - Associate Cloud Engineer can be beneficial.
Global Delivery & Operations
Orange Business manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business. Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business
Regular
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