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IT Executive - Cloud & Systems (15 months' contract)

Job Description

This role is to support the End User Operations and the infrastructure related to it, to ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination. He/She will also contribute to problem resolution by giving in-person, hands-on support to end users.

 

This role will also include to support level 2 support for Cloud and systems infrastructure.

 

Roles and Responsibilities

 

2 Key Areas:

 

End User Computing

  • Support on operations service level in consultation with end users to establish problem resolution expectations and timeframes.
  • Analyze performance of activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
  • Manage the processing of incoming support tickets and to ensure courteous, timely, and effective resolution of end user issues.
  • Track and analyze trends in End User requests and generate statistical reports.
  • Identify, recommend, develop, and implement end user training programs to increase computer literacy and self-sufficiency.

Cloud Computing and System Support

  • Responsible for gathering system requirements working together with application architects and owners.
  • Responsible for generating scripts and templates required for the automatic provisioning of resources.
  • Discover standard cloud services offerings, install, and execute processes and standards for optimal use of cloud service provider offerings.
  • Discover new systems services offerings, install, and execute processes and standards for optimal use of system service provider offerings.
  • Stay well-informed of failures and complications related to a cloud offering and systems.
  • Responsible for debugging technical issues inside a complex stack involving virtualization, containers, microservices, Microsoft O365, Back-up, tapes, etc.

 

Position Requirements

  • 3-5 years of experiences in End User Computing and Operations
  • 3-5 years of experiences in Microsoft Systems, virtualization, and Back-up
  • 3 years of experiences in Microsoft Azure stack
  • Strong technical knowledge on Servers and Infrastructure
  • Good written and oral communication skills
  • Keen attention to detail. Proven analytical and problem-solving abilities
  • Ability to multi-task and manage various project elements simultaneously
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Exceptional customer service orientation.
  • Experience working in a team-oriented, collaborative environment.
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