Cloud Support Engineer at Cyberlogic

JOB TITLE:

Cloud Support Engineer

LOCATION:

Remote – Stellenbosch / Johannesburg

ABOUT CYBERLOGIC:

Cyberlogic is a trusted Managed Solutions Provider with offices in South Africa, Mauritius, and the UK. Serving a diverse range of clients, spanning numerous industries, including the international maritime sector, Cyberlogic specialises in IT leadership, cyber security, cloud solutions, and business intelligence. For almost three decades, Cyberlogic has been committed to enabling digital transformation through delivering unquestionable value.

Our delivery focus has enabled us to build up a national and international footprint of loyal clients that rely on us to provide transparent, open guidance to improve their processes, grow their businesses, and secure their data.

Cyberlogic is part of the Hyperclear Technology group, which boasts a diverse technology offering including robotic process automation (RPA), business process management (BPM) data analytics, and decisioning technology.

Through our non-profit, R4C (Ride for a Child), we partner with Bright Start Education Foundation, an organisation empowering deserving learners from underprivileged communities, providing holistic support and guidance throughout their educational careers.

OUR VALUES:

• We challenge ourselves to be more AWESOME
• We are driven to KEEP learning and EVOLVING
• We look beyond symptoms to identify and RESOLVE ROOT CAUSES
• We hold each other accountable through CANDID and constructive FEEDBACK
• We respect and care for each other and know we will only SUCCEED if we work AS A TEAM
• We CARE deeply ABOUT the success of CYBERLOGIC
• We FINISH WHAT WE START
• We always GIVE OUR BEST even if it means putting in the hard yards
• We KEEP THINGS SIMPLE

PURPOSE OF POSITION:

The primary purpose of a Cloud Support Engineer is to deliver exceptional customer support by addressing and resolving technical issues related to multi-cloud environments, including but not limited to Microsoft Azure Platforms and AWS. This encompasses a wide range of services and infrastructure components across various cloud platforms.

By leveraging deep knowledge of these cloud platforms, the Cloud Support Engineer guides customers in troubleshooting problems, offering tailored solutions, and ensuring a seamless experience. This involves proactive monitoring, diagnosing issues, and implementing effective resolutions while adhering to best practices and security standards across different cloud providers.

Furthermore, the role emphasizes collaboration with internal teams, including pre-sales and professional services, to escalate and resolve complex issues, driving continuous improvement in service quality and customer satisfaction. The Cloud Support Engineer also contributes to documentation efforts, sharing insights and best practices to enhance knowledge sharing within the team and with customers.

KEY RESPONSIBILITIES:

Troubleshooting: 

• Assist in diagnosing, troubleshooting and resolving technical issues related to the deployment, configuration, and operation of predominantly Microsoft Azure solutions, including PaaS applications, platform services, and infrastructure components.

Cloud Infrastructure Management:

• Manage and resolve incidents by adhering to established incident management processes, ensuring timely resolution and minimizing the impact on customer operations.
• Manage and maintain Azure subscriptions ensuring proper configuration, security policies, and compliance with Cyberlogic Gold Standards both internally and for clients.

Client Support:

• Assist customers in managing their public cloud infrastructure resources, including virtual machines, virtual networks, storage, and other components, ensuring optimal configuration and utilization.
• Advise customers on security best practices, ensuring compliance with industry standards and regulatory requirements within public cloud platforms.

Security Management & Compliance:

• Stay informed about the latest security threats, trends, and best practices to proactively identify and mitigate potential risks, ensuring the security and integrity of the clients systems and data.
• Implement and enforce security policies and procedures to safeguard systems and data.

Scripting & Automation:

• Identify opportunities to utilize scripting languages and automation tools (e.g., PowerShell) to streamline processes, automate tasks, and enhance efficiency.
• Develop and utilize scripts or automation tools (e.g., PowerShell, Azure CLI) to streamline processes, automate tasks, and improve operational efficiency.

Mentoring and Training:

• Provide guidance and mentorship to the wider CSS team members such as the monitoring and Infrastructure support technician staff.
• Conduct engaging training sessions aimed at enhancing the skills, knowledge, and overall professional development of team members.

Cross Team Collaboration:

• Collaborate with internal teams, such as core services and infrastructure, to escalate and resolve complex technical issues, ensuring proper communication and coordination.
• Collaborate with cross-functional teams, including pre-sales or professional services, to provide feedback, drive improvements, and enhance customer experiences.
• Co-ordinate with stakeholders to minimize disruptions and maintain service continuity throughout any change process.
• Collaborate closely with other IT teams, vendors, and stakeholders to ensure seamless execution of projects, providing valuable input and support throughout the process to achieve organizational objectives.
• Participate actively in cross-functional teams, particularly within the professional services department, to contribute expertise and insights for system upgrades, migrations, and integrations.

Ways of Working:

• Establish adherence to internal Key Performance Indicators (KPIs), Operational Level Agreements (OLAs), and external Service Level Agreements (SLAs) by consistently meeting or exceeding established targets for response times, resolution times, and customer satisfaction. This includes monitoring and managing support ticket queues, prioritising issues based on urgency and impact, and ensuring timely follow-up and resolution of client requests.
• Maintain detailed documentation of support activities and maintaining accurate records of support tickets, including issue descriptions, troubleshooting steps, and resolutions.
• Timeous communication with clients and internal stakeholders (e.g. CSMs & SDMs) to provide updates on the status of support requests, and proactively identifying opportunities to improve the support experience.
• Compile and Actioning Requests for Change (RFCs) related to public cloud platforms, by reviewing proposed changes, assessing potential impacts, providing technical guidance, and ensuring that changes are implemented smoothly and in compliance with established procedures and policies.
• Contribute to the team's knowledge base by documenting solutions, creating troubleshooting guides, and sharing insights and best practices with colleagues.
• Maintain flexibility and availability to support system upgrades and maintenance activities.
• Establish flexibility in schedule to accommodate occasional office days when necessary to participate in trainings.
• Participate in the after-hours standby roster to provide support for select 24/7 clients when needed.

Continuous Learning and Development:

• Stay updated with the latest advancements in public cloud platforms, technologies, and industry trends.
• Participate in continuous learning through training, certifications, and self-study to enhance technical expertise and keep pace with evolving cloud solutions.
• Set and review personal development goals to ensure continuous improvement and growth.

KEY REQUIREMENTS:

Required:

• 3-5 years of experience in an IT Engineering capacity.
• 2+ years of knowledge and experience with Microsoft 365 (Support/Monitoring/Management).
• 2+ years of knowledge and experience using Infrastructure as Code (IAC).
• Microsoft AZ-104: Microsoft Azure Administrator.
• Microsoft AZ-305: Designing Microsoft Azure Infrastructure Solutions.
• Microsoft AZ-700: Designing and Implementing Microsoft Azure Networking Solutions.
• Microsoft AZ-140: Configuring and Operating Microsoft Azure Virtual Desktop.
• Microsoft AZ-500: Microsoft Azure Security Technologies.
• LPI Certified Kubernetes Administrator (CKA)
• AWS Certified AWS SysOps Administrator
• Microsoft AZ-800: Administering Windows Server Hybrid Core Infrastructure

Beneficial:

• Microsoft MS-102: Microsoft 365 Administrator
• Microsoft AZ-801: Configuring Windows Server Hybrid Advanced Services
• A bachelor's degree or diploma in a relevant field, such as computer science, information technology, or equivalent industry experience would be beneficial, but not required.

COMPETENCIES:

Technical:

• Advanced knowledge and experience with Microsoft Azure (Implementation/Support/Monitoring/ Management).
• Advanced knowledge and experience with Amazon Web Services (Implementation/Support/ Monitoring/Management).
• Advanced knowledge and experience with Kubernetes (Implementation/Support/Monitoring/ Management).
• 1-2 years of knowledge and experience of hybrid infrastructure management
• 1-2 years of knowledge and experience of disaster recovery and business continuity
• Microsoft MCSE/MCSA traditional on-premises infrastructure qualifications, or equivalent industry experience would be beneficial.

Behavioral:

• Practical Intelligence
• Risk Management
• Goal Orientation
• Commercial Awareness
• Judgement
• Collaboration & Teamwork
• Tenacity
• Growth-Mindset

Should you work from home, it is your responsibility to ensure that you have uninterrupted internet connectivity and a ‘work-like’ environment at your home location to deliver your best in terms of performance and productivity.