Cloud Technical Specialist

Full time Full day
About Zones Zones is a Global Solution Provider of end-to-end IT solutions with an unmatched supply chain. Positioned to be the IT partner you need, Zones, a Minority Business Enterprise (MBE) in business for over 35 years, specializes in Digital Workplace, Cloud & Data Center, Networking, Security, and Managed/Professional/Staffing services. Operating in more than 120 countries, leveraging a robust portfolio, and utilizing the highest certification levels from key partners, including Microsoft, Apple, Cisco, Lenovo, Adobe, and more, Zones has mastered the science of building digital infrastructures that change the way business does business ensuring whatever they need, they can Consider IT Done. Follow Zones, LLC on Twitter @Zones, and LinkedIn and Facebook

Job Description:

  • As a Cloud Technical Specialist, you will provide white glove, world-class service to Zones clients.

  • You will be the first point of contact for several types of customer engagements, providing thoughtful day-to-day comprehensive technical support to administrators and users from initial challenge through complete resolution.

  • This will include talking the customer through all aspects of their account and subscriptions, to troubleshooting and resolving all technical issues.

  • Strong verbal and written communication are essential to client satisfaction.

  • This is a shift position, and you will need to be flexible to work 1st, 2nd, or 3rd shift.

  • The Cloud Technical Specialist is primarily responsible for:

  • Rapidly establish a good working relationship with customers and colleagues

  • Flexibility and ability to adapt to ambiguous and changing situations.

  • Strong customer service, communication, interpersonal, and analytical skills

  • Handling support calls pertaining to Microsoft Public Cloud, Azure, AWS, G Suite, Cisco, and Microsoft Office 365 technical architecture and virtualization technologies in general.

  • With an eagerness in the ability to learn new emerging cloud platforms and technologies.

  • Stay up to date with technological changes in the industry via internal and external training.

  • Enforce a high-quality customer service culture, where every client feels like the one and only.

  • Share and document your knowledge with teammates and guide them in the resolution of complex technical problems.

  • Need to be able to work independently and provide guidance to new staff on the team.

  • Troubleshoot incidents, identify root cause, fix and document problems, and implement preventive measures.

  • Ensure accurate and timely resolution of all assigned issues, conforming to a strict SLA

  • Acting as a subject matter expert (SME) across all supported subject areas.

  • Experience coordinating resolution of L1/L2 support issues, and escalations as required.

  • Design and prepare technical reports, charts, and graphs to record results.

  • Education/Work

Technical Skills:

Nice to Have:

  • Bachelor’s degree in computer science.

  • Client-facing communication skills (verbal & written), including the ability to communicate with all levels, from developers through C level Management.

  • 4+ years’ experience in Microsoft Office 365, Azure, Windows Active Directory, Windows Server, Windows 7/8/8.1/10 OS, PowerShell

  • Excellent understanding of computer systems and mobile devices to understand and troubleshoot software issues.

  • Customer experience with cloud and hybrid infrastructures, architecture designs, migrations, and technology management; broad experience with Microsoft 365 Security, Azure Security, and Enterprise Mobility + Security, and Windows 10

  • Windows, SQL, & Exchange Server 2010/2013/2016/2019 knowledge preferred.

  • Defining new and refining existing business processes with 5 Star support being at the heart of all processes

  • In-depth technical knowledge with other cloud technologies such as Adobe, JAMF, G Suite, AWS, Metallic, etc.

  • Certifications in Microsoft, Cisco, Palo Alto, Juniper, Linux technologies preferred.

  • Experience with ticketing systems such as Service-Now, Zendesk, Jira, Freshdesk, etc.

  • Ability to work independently in a fast-paced environment where technology and customers' requirements can change regularly.

  • Use of a Representation State Transfer (REST) API set and understanding of RESTful API development.

  • Linux and MAC OS experience.

Zones offers a comprehensive Benefits package

Our employees enjoy a variety of comprehensive benefits, including health Insurance coverage for parents, spouse & children, life insurance, Gratuity, and EOBI. We maintain our unequivocal commitment to and support of equal employment opportunity for all individuals, free from discrimination based on race, color, ethnicity, religion, national origin, citizenship, marital status, gender, sexual orientation, age, disability, genetic information, or any other basis protected by under the law. At Zones, work is more than a job – it's an exciting career immersed in an inventive, collaborative culture.

At Zones, work is more than a job –with an exciting career with a global team who are client-centric, has a passion for tech, and embrace change and lifelong learning in a collab culture. If you're interested in working on the cutting edge of IT innovation, sales, engineering, operations, administration, and more, Zones is the place for you!

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