Cloud Operations Specalist II

Hours:

11PM – 8AM

Summary of Position:

The Cloud Operations Specialist II supports the Concerto Cloud environment and its customers. The Cloud Operations Specialist II is responsible for supporting, configuring, optimizing, and managing Windows Server 2012R2 and 2008R2 Active Directory domains. The Cloud Operations Specialist II will collaborate with other Concerto team members to build and manage a complex and evolving environment, and will be responsible for maintaining and supporting these environments for high-availability, ease of maintenance, and scalability. The Cloud Operations Specialist II takes input from Tier 2 Support, Cloud Engineers, and Application Engineers. The Cloud Operations Specialist II is expected to provide world class customer support to facilitate a high degree of customer satisfaction for all Cloud customers on a daily basis. The Cloud Operations Specialist II will be expected to participate in team building exercises and develop strong team member and customer relationships. The Cloud Operations Specialist II will proactively look for ways to keep all time productive and will use non-customer time for personal training, internal projects and administrative tasks. The Cloud Operations Specialist II reports to the position of Service Desk Manager.

Key Responsibilities:

• Install, support, and troubleshoot server and workstation operating systems including Windows Server 2012R2, Windows Server 2008R2, Windows Desktop versions, Linux, and Mac OS X
• Support and maintain large server environments; analyze and resolve problems associated with server hardware and software
• Maintain and develop Concerto tools, templates, and systems to support a high-availability production cloud environment
• Respond to service incidents to resolve network, operating system, and application errors in a timely manner
• Create various administrative reports to ensure accurate and timely record keeping
• Follow defined processes and procedures for data center and cloud computing activities, including onboarding new customers, scheduling production maintenance, and supporting cloud customers
• Adhere to configuration/change management procedures, including changes, upgrades, patches, etc. that correspond with change control methodologies, using ITIL standards.
• Update systems and application software as required to maintain current patches and hotfixes
• Maintain continuous, open, consistent professional communication with customers, peers and management, and apply active listening to check understanding
• Strive to learn new methods and technologies and apply knowledge gained to daily work

Minimum Requirements – Education, Skill & Abilities:

• Bachelor’s degree in Business, Accounting, MIS or equivalent experience

• Minimum 1 year demonstrated experience in a Tier 1 Help Desk supporting end users in a server or desktop support environment
• Must demonstrate a high-level understanding of Cloud Computing architecture
• Demonstrated understanding of High Availability, Business Continuity, and Disaster Recovery concepts and requirements
• Strong customer service skills
• Proficient in Microsoft Office applications
• Excellent communication and relationship building skills
• Excellent problem solving and analytical skills
• Strong time management and organizational skills
• Valid Driver’s License required

Preferred Requirements– Education, Skill & Abilities:

• Experience with virtual servers (VMWare ESX or Microsoft Hyper-V) a plus
• Prior experience with Active Directory administration and/or desktop support a plus

Work location: Tampa, FL