Provide Dynamics AWS Support to SoftwareONE Cloud Support customers
Maintain technical certification as defined for Cloud Support specialty area
Primary responsibility is customer service. Being present and available to clients requiring technical assistance
Respond to questions received through emails, Cloud Support Online and inbound calls
Ability to provide technical support over the phone; good phone skills, professional demeanor, previous customer service experience strongly desired.
Good problem solving skills; ability to visualise a problem or situation and think abstractly to solve it.
Ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations.
Serve as the single point of contact for customers related to AWS Support issues related to infrastructure, networking, security, configuration
Take ownership and responsibility of an issues from start through to a successful resolution.
Escalate issues and involve experts wherever required in order to resolve issues as quickly as possible.
Develop sound understanding of IT operations and related applications as well as business related processes and procedures.
Maintains and consistently demonstrates a general knowledge of company guidelines, processes, practices and procedures
Experience with AWS Build and Support including but not limited to IAM & Roles, VPC, EC2, RDS, S3, Endpoints management, VPN, Direct Connect.
Cloud Formation, JSON, YAML an advantage
Excellent experience working with Windows
Experience of Enterprise Operational tools for Patching, Monitoring, Antivirus and Backup
Good Linux experience an advantage
Good VMWare experience an advantage
Good Azure experience an advantage
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