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Job Description Summary:
The Cloud Engineer is a key element within the Rackspace support infrastructure and is expected to provide a high level of technical support to our customers via the phone, ticketing system, and automation. This role owns complex customer issues which may take several days or weeks to resolve and keeps our customers updated through every step of the process. Responsible for the support of internal and external customers on multiple platforms. Work with customers and other teams to troubleshoot customer environments to increase user satisfaction. Resolves customer issues, providing guidance and recommendations to increase efficiency and reduce customer incidents. Develops tooling and processes to drive and improve customer experience, creates playbooks, and providing mentoring on customer related issues to support teams. The Support Engineer is expected to take initiative and advise on potential pitfalls that a customer may encounter and suggest alternatives which may better serve the stability and security of the customer's solution. Keeps informed of emerging technologies. Responsible for adhering to company security policies and procedures and any other relevant policies and standards as directed.
Shift - Night Shift
Primary Responsibility:
§ The VMware Cloud Engineer is responsible for infrastructure tasks including provisioning hypervisors, connectivity issues, upgrades, and day-to-day issues and audits. & Administer, maintain and troubleshooting of the supported VMware Product Stack (including SDDC environments).
§ Ensure utilization of proper change management procedures regarding the installation and testing of all upgrades and enhancements for VMware infrastructure and Life Cycle Management.
§ Troubleshoot problems and take corrective action on a timely and effective basis.
§ Provide technical support to internal and external users.
§ Due to the 24X7 operations of the business, must be able to work a flexible work schedule, may include nights, weekends, and holidays.
Job Complexity:
§ Gathers data for reporting and analysis.
§ Monitors and provides maintenance for all related infrastructure.
§ Manages physical inventory (remotely or locally).
§ Works appropriate tickets in queue.
§ Provides BAU support for our customer base across different segments, as well as internal accounts.
§ Acts as the primary interface for the client or project manager for basic to intermediate tasks. Ensure the control, integrity and accessibility of the VMware environment for the enterprise.
§ Works independently on majority of tasks.
§ Seeks input on complex or new issues.
§ Escalates as appropriate.
Experience/education:
§ bachelor’s degree preferred and related technical experience in VMware or virtualization.
§ Intermediate experience in VMware virtual systems preferred.
§ The following certifications preferred: VCP-DCV, vRealize and vSAN badge, or any certification Operations.
Primary responsibility:
§ The VMware Cloud Engineer is responsible for infrastructure tasks including provisioning hypervisors, connectivity issues, upgrades, and day-to-day issues and audits. Administer, maintain and troubleshooting of the supported VMware Product Stack (including SDDC environments).
§ Ensure utilization of proper change management procedures regarding the installation and testing of all upgrades and enhancements for VMware infrastructure and Life Cycle Management.
§ Troubleshoot problems and take corrective action on a timely and effective basis.
§ Provide technical support to internal and external users. Due to the 24X7 operations of the business, must be able to work a flexible work schedule, may include nights, weekends, and holidays.
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