Who are we?
Equinix is the world’s digital infrastructure company®, operating over 260 data centers across the globe. Digital leaders harness Equinix's trusted platform to bring together and interconnect foundational infrastructure at software speed. Equinix enables organizations to access all the right places, partners and possibilities to scale with agility, speed the launch of digital services, deliver world-class experiences and multiply their value, while supporting their sustainability goals.
Joining our operations team means that you will be at the forefront of all we do, maintaining critical facilities infrastructure as part of a close-knit team delivering best-in-class service to our data center customers. We embrace diversity in thought and contribution and are committed to providing an equitable work environment that is foundational to our core values as a company and is vital to our success.
Job Summary
The Cloud Support Officer will be responsible for providing first level support to Equinix Cloud & Managed services customers in line with customer SLA requirement.
Responsibilities
-
Respond to operational requests with Work Breakdown Schedules (WBS) or implementation plan
-
Work with the GNOC team, Cloud operations team as well as the Managed services team in a shift system to provide 24/7 support to Cloud customers
-
Troubleshoot (Microsoft Private cloud with Windows Azure pack and Azure Stack), cloud (AWS, Azure) and hybrid solutions
-
Provide timely support to internal and external customers
-
Prepare documentations and reports as required
-
Provide support to Customers on escalations
-
Open support ticket, update and close them accurately
-
Identify, recommend, and implement potential improvements to service efficiency
-
Comply with support processes and procedures to ensure customer satisfaction and service level objectives (SLO) are met
-
Identify, recommend and implement potential improvements to service efficiency
-
Ensure quality, up-to-date documentation exists for all service arrangements
-
Work with the Cloud Implementation, and Cloud Solutions teams to deliver customer projects
Qualifications
-
Bachelor's Degree in Computer Sciences, Information Management or related engineering field is preferred
-
Experience with Microsoft public, hybrid and private cloud
-
Technical Expertise in cloud service delivery models including infrastructure as a service, platform as a service and software-as-a-service; automation; hypervisors; containers; virtual compute, storage, and networks; virtual infrastructure management; self-provisioning; and scaling
-
Experience working with Windows/Linux operating systems
-
Minimum of 2 years’ experience working with Microsoft system centre 2012 or later versions
-
Minimum of 2 years’ experience in a virtualization & cloud environment
-
Strong Cloud experience skills (AWS or Azure)
-
Powershell scripting experience will be an added advantage
-
Networking experience will be an added advantage
-
Certifications in Linux, Hyper-V, Windows Server, Microsoft System Centre, VMware, Storage, and other Cloud Technologies considered a plus for this position
-
Excellent customer engagement skills
-
Excellent oral and written communication skills
-
Ability to follow through project phases or life cycle, following Project implementation guidelines to achieve effectiveness in project delivery
-
Good understanding of networking in a cloud-based environment
-
Problem solving skills
-
Prioritizing skills
-
Troubleshooting skills
Equinix is committed to ensuring that our employment process is open to all individuals, including those with a disability. If you are a qualified candidate and need assistance or an accommodation, please let us know by completing this form.
Equinix is an Equal Employment Opportunity and, in the U.S., an Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to unlawful consideration of race, color, religion, creed, national or ethnic origin, ancestry, place of birth, citizenship, sex, pregnancy / childbirth or related medical conditions, sexual orientation, gender identity or expression, marital or domestic partnership status, age, veteran or military status, physical or mental disability, medical condition, genetic information, political / organizational affiliation, status as a victim or family member of a victim of crime or abuse, or any other status protected by applicable law.
Top Skills
What We Do
Equinix (Nasdaq: EQIX) is the world’s digital infrastructure company™, enabling digital leaders to harness a trusted platform to bring together and interconnect the foundational infrastructure that powers their success. Equinix enables today’s businesses to access all the right places, partners and possibilities they need to accelerate advantage. With Equinix, they can scale with agility, speed the launch of digital services, deliver world-class experiences and multiply their value.
