Cloud Engineer

at  Reflex Solutions Pty Ltd

Cloud Engineers provide support, maintenance, and administration on various components of a cloud computing environment, including but not limited to, hardware support, software support and network support. The Cloud Engineer’s primary focus is on second line support of all cloud technologies. Being the last point of contact for clients, the Cloud Support Engineer is expected to be professional, helpful and to aid with a sense of urgency, regardless of the level of incident. The role aims to exceed the client’s expectations in dealing with any incidents or service requests.

Key duties and responsibilities:

• Customer Support
• Support and maintain vSphere, NSX, vCloud Director and vSAN.
• Respond to clients within SLA.
• Provide regular updates to clients with regards to incident updates.
• Cross skilling junior engineers.
• Provide Support & Maintenance of Hardware & Software.
• Support, provision and troubleshoot Microsoft 365 Technologies.
• Support, provision and troubleshooting, website hosting, domain hosting, domain security, domain naming services and other cloud services provided by Reflex.
• Ability to install and manage Linux servers and applications.
• Maintain Best Practice Technical Implementations.
• Ticket Management
• Prioritize own tasks projects and tickets.
• Analyze issues and develop resolutions in a timely fashion.
• Track and manage your work record via regular time and ticket/ task time entries.
• Documentation
• Document and Maintain Best Practice Technical Documentation.
• Complete and file checklists timeously.
• Track and manage your work record via regular time and ticket/ task time entries.
• Contribute to the knowledge base by documenting common issues and solutions.
• Maintain accurate records of support activities and resolutions.
• Collaboration
• Communicate effectively with both technical and non-technical stakeholders.
• Escalate any ongoing, unresolved, or business-critical problems to your Technical Operations Manager in a timely fashion.
• Identify and suggest possible improvements on procedures or systems to your Technical Operations Manager.
• Training and Development:
• Stay updated on relevant, modern technologies, industry trends and Reflex Standard Operating Procedures (SOP).
• Participate in training sessions to enhance technical skills.

EDUCATION, EXPERIENCE AND SKILLS:

• Required Education:
• Grade 12
• VMWare: VCAP-DCV and VCP-NV
• Nutanix: Nutanix Certified Associate (NCA) v6.5; Nutanix Certified Professional – Multicloud Infrastructure (NCP-MCI); and Nutanix Certified Master – Multicloud Infrastructure (NCM-MCI) v6.5 (Within 9 months)
• Linux: LPIC Linux Essentials Entry Level Certificate; LPIC-1 Linux Administrator Certification; and LPIC-2 Linux Engineer Certification.

• Microsoft: MS-102; AZ-104; AZ-800; and AZ-801

• Required Experience:

• Minimum 5 years professional experience in a support engineer role, providing first and second-line support in:
• Windows OS, iOS, Linux, VMware, Hyper-V
• Microsoft 365 Suite
• Hardware – Cloud Computing Environments (Servers, SAN)
• Required Skills
• Ability and proven experience in documenting and implementing best practices.
• Excellent verbal and written communication skills
• Ability to work well under pressure and meet tight deadlines.
• Attention to detail and high level of accuracy.
• Planning, organizing, and time management skills.
• Strong analytical and problem-solving skills.
• A responsible individual who adopts a results drive approach.
• Positive attitude and a passion for the role.
• Team player.
• A professional appearance and approach.
• Own, reliable transport and a valid driver’s license
• Willing to Travel Domestically or internationally if and/or when required.
• Willing to work Overtime when required.
• Willing to work Standby.
• Beneficial Education
• BSc (NQF 7) Information Technology, Computer Science, or a related field.
• VMWare: VCDX-DCV; VCP-SEC; and VCAP-NV
• Nutanix: Nutanix Certified Associate (NCA) v6.5; Nutanix Certified Professional – Multicloud Infrastructure (NCP-MCI); and Nutanix Certified Master – Multicloud Infrastructure (NCM-MCI) v6.5 (Within 9 months)
• Microsoft: AZ-700; AZ-305; and AZ-140

• Customer Support
• Support and maintain vSphere, NSX, vCloud Director and vSAN.
• Respond to clients within SLA.
• Provide regular updates to clients with regards to incident updates.
• Cross skilling junior engineers.
• Provide Support & Maintenance of Hardware & Software.
• Support, provision and troubleshoot Microsoft 365 Technologies.
• Support, provision and troubleshooting, website hosting, domain hosting, domain security, domain naming services and other cloud services provided by Reflex.
• Ability to install and manage Linux servers and applications.
• Maintain Best Practice Technical Implementations.
• Ticket Management
• Prioritize own tasks projects and tickets.
• Analyze issues and develop resolutions in a timely fashion.
• Track and manage your work record via regular time and ticket/ task time entries.
• Documentation
• Document and Maintain Best Practice Technical Documentation.
• Complete and file checklists timeously.
• Track and manage your work record via regular time and ticket/ task time entries.
• Contribute to the knowledge base by documenting common issues and solutions.
• Maintain accurate records of support activities and resolutions.
• Collaboration
• Communicate effectively with both technical and non-technical stakeholders.
• Escalate any ongoing, unresolved, or business-critical problems to your Technical Operations Manager in a timely fashion.
• Identify and suggest possible improvements on procedures or systems to your Technical Operations Manager.
• Training and Development:
• Stay updated on relevant, modern technologies, industry trends and Reflex Standard Operating Procedures (SOP).
• Participate in training sessions to enhance technical skills