Junior Cloud Engineer

This is a fully remote position, open to applicants in India.

📋 Description

• Accountable for managing escalations during significant issues.

• Engage with customers during escalations to maintain their confidence in the service.

• Ensure the L1 team effectively handles customer calls/tickets and escalates to the next support level promptly if unresolved.

• Oversee proper shift handover and escalation processes.

• Confirm that team members possess the updated vendor escalation matrix and escalate issues to the vendor timely.

• Manage the shift roster for the Technical team.

• Assist clients in troubleshooting client-side issues when junior team members are unable to resolve them.

• Identify and implement appropriate tools for analyzing and resolving technical problems.

• Provide technical support for Level I-III issues through helpdesk and telephone communication.

• Skillfully utilize both internal knowledgebase resources and external tools to address issues.

• Identify and recommend best practices in support management through ongoing assessment and provide feedback on processes and products to Management.

• Develop technical solutions for clients, including custom setups, upgrades, and migration plans.

• Act as the primary communication link for conveying information between management and the team.

• Adhere to Leapswitch Networks policies regarding response times.

• Follow up with key customers during critical issues.

• Dispatch RCA reports to customers in the event of significant service downtimes.

• Meet customer expectations while adhering to committed timelines without compromising the quality of output.

• Provide customer support as necessary, sometimes beyond traditional working hours.

• Reach out to dissatisfied customers to ensure issues are resolved and customer satisfaction is achieved.

• Manage daily internal client interactions.

• Conduct daily and weekly server and application maintenance to ensure servers operate smoothly.

• Set and manage expectations for internal clients.

• Communicate effectively with internal clients to assess needs and evaluate alternative business solutions.

• Constantly seek opportunities to enhance internal client satisfaction and strengthen client relationships.

⛳️ Requirements

• 0 to 2 years of experience.

• Proficient in Linux Server Administration.

• Fluent in English and Hindi.

• Preferred experience with hosting control panels such as cPanel, Plesk, DirectAdmin, Virtualizor, and SolidCP.

• Familiarity with backup software like Acronis.

• Experience with Platform-as-a-Service solutions, specifically Jelastic.

• Knowledge of dedicated servers, including Supermicro IPMI, HP iLO, and Dell iDrac.

• Understanding of Windows services, including IIS, SQL Server, and MailEnable.

• Redhat certifications.

• cPanel certifications.

• Plesk certifications.

🏝️ Benefits

• Flexibility to work from home or the office (Pune office available since October 2021).

• Team lunches and regular events.

• Health insurance coverage for you, your spouse, and children.