Cloud Specialist 2

• Respond to basic inbound phone calls tickets and emails from internal and external resources requesting assistance with cloud hosted solutions with applying best practice knowledge
• Interact with customers partners and internal resources to understand needs as it relates to their ticket request ; provide proactive suggestions as well as answers in regards to hosted solutions
• Respond to alerts from internal monitoring tools and take corrective action to resolve timely by applying best practice knowledge
• Assist supporting cloud infrastructure networking and other hosting tools to ensure high availability of customer solutions by applying best practice knowledge
• Assist with testing and maintaining systems and processes as it relates to the cloud business continuity disaster recovery plan
• Troubleshoot and resolve basic cloud issues utilizing the company's systems utilities and support processes with direct oversight from team members; apply best practices for problem resolution
• Perform scheduled environment refresh requests of data to assist customers partners and internal resources while applying best practices of the process
• Provide regular and frequent communication to customers; ensure customer is fully advised as to the progress or delay to the resolution of their issue
• Contribute to internal documentation that fully reflects all activity related to resolution of issues and maintaining of hosted systems applying best practices
• Assist in gathering information for audits to ensure compliance with established standards policies and configuration guidelines.

• Associate's degree or equivalent experience
• Basic experience with process improvement
• Basic experience with solving issues
• Good oral and written communications skills that demonstrate a professional demeanor and the ability to interact with others with discretion and tact
• Good collaboration skills applied successfully within team
• Good critical thinking analytical and problem solving skills
• Good interpersonal skills; able to maintain solid rapport with team members as well as maintain professionalism with those outside of department
• Good organizational multi-tasking and time management skills
• Ability to use original thinking to translate goals into the implementation of new ideas and design solutions
• Good ability to establish rapport and gain the trust of others; effective at gaining consensus
• Self-motivated with the ability to manage projects to completion with oversight
• Good ability to handle sensitive information with discretion and tact
• Good attention to detail
• Demonstrated ability to influence motivate and mobilize team members and business partners; ability to work independently and in a team environment
• Knowledge of principles of systems administration including Dell Cisco and/or HP hardware
• Good knowledge of Microsoft Server environments including Microsoft Active Directory networking storage and virtualization technologies
• Up to 10% travel time required

Hyland Software