As a DevOps support Engineer at 2bcloud, you will play a crucial role in ensuring 2bcloud’s customer success and their super high availability in the cloud, as they first come on board, and as an ongoing first-line technical support. If you have deep technical knowledge, great interpersonal skills, passion to learn new things every day, work with cutting-edge technologies, and to keep developing yourself every day then this is the place for you.
Responsibilities:
- Provide front-line technical support with exceptional customer service via 2bcloud support system (Zendesk) and Teams meetings.
- Review customer inquiries and questions, acquire all relevant details, troubleshoot, and resolve issues.
- Document all incoming cases reported by end-users via telephone, ticketing system, and other support channels as required.
- Identify and escalate priority issues per client specifications.
- Work closely with customers, engineering team, management team, and sales team as a point of contact for client issues.
- Understand processes, event management and prioritization.
- Follow written procedures, share knowledge among the team, create new documentation for both technical and end-user roles
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Requirements:
- Ability to work in shifts – including night shifts and weekend shifts.
- Customer Support experience in customer-facing technical roles (Must).
- Previous experience in IT or business support organizations (Must).
- Experience working in cloud-based environments (Azure\AWS –Must).
- Excellent problem solving and multitasking skills.
- Ability to self-manage and take initiative.
- Understanding of Windows environment, Active Directory services, Networking, Cloud Infrastructure and Remote management tools (High advantage).
- Strong verbal and written communication skills in English.
