Cloud Support Engineer

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.

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.

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.
• 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.
• 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.
• Scripting & Automation: Identify opportunities to utilize scripting languages and automation tools (e.g., PowerShell) to streamline processes, automate tasks, and enhance efficiency.
• Mentoring and Training: Provide guidance and mentorship to the wider CSS team members such as the monitoring and Infrastructure support technician staff.
• 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.
• 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.
• Continuous Learning and Development: Stay updated with the latest advancements in public cloud platforms, technologies, and industry trends.

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).

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.