System Administrator - VMWare (C3-112482)

Position Title: System Administrator - VMWare

Job Timings: 8am-5pm Central Time (US) (6pm-3am PKT)

Location: Islamabad

About Cloudelligent

Cloudelligent is a cloud-native consultancy and AWS Advanced consulting partner! We specialize in providing bespoke cloud solutions to the SMB & enterprise segments as well as the public sector (Non-Profit Organizations). Being a next-gen cloud service provider, Cloudelligent helps small businesses & medium/large enterprises to break free from hardware lifecycle and capital expenditures, allowing them to make the most out of their cloud investment. We have an international footprint with a diverse team of domain experts, and we are customer obsessed.

Job Objective

This role involves being a customer-facing technical support engineer. Must be able to analyze various customer problems, provide a high level of customer support, and follow through; own the issue from beginning to end. You will be the beacon of technical expertise and support for connectivity to cloud and the hosted environment for our clients.

Responsibilities

Investigate and diagnose complex technical problems; this involves analyzing system logs, performing advanced tests, and utilizing specialized diagnostic tools to identify the root cause of the issue. System and software analysis, troubleshooting, and documentation.

Collaborate closely with software support, product development teams, system administrators, and other technical specialists to resolve complex issues.

Provide detailed analysis and feedback to developers for bug fixes or working with network engineers to address connectivity issues.

Directly engage with customers to provide updates on escalated issues, offer technical guidance, and ensure customer satisfaction.

Promptly answer support related calls, emails, and other electronic communications.

Effective management of ticketing system, including creation, escalation, and resolution.

Contribute to the development and maintenance of knowledge base articles and technical documentation.

Document resolutions for complex issues, create troubleshooting guides, and update existing documentation to improve support efficiency and empower other support tiers.

Provide training and mentorship to other support engineers, sharing insights, best practices, and technical knowledge to improve the support team's effectiveness.

Actively participate in post-incident reviews and root cause analysis to identify trends, patterns, and opportunities for improving products or support processes. Work to prevent recurring issues and enhance the overall quality of support services.

Technical Experience/Expertise:

Use, knowledge, and support of the following technologies: VMware Horizon Virtualization, Windows file and Print Sharing including mapped drives, Windows Active Directory and Group Policy, various Web Server technologies such as Apache Tomcat and Apache HTTP Server.

VMware Horizon Experience (Windows File and Print Sharing, including mapped drives).

Proficient understanding of LAN/WAN environments and all associated protocols, such as TCP/IP.

Remote Printing Connectivity via TCP/IP and Troubleshooting; Ability to complete preliminary network/system analysis and issue isolation.

Requirements

3-5 years' experience supporting large-scale software packages.

Bachelor's degree in computer or engineering, or related field.

Experience with troubleshooting network and infrastructure issues.

Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams.

Strong client facing skills including the ability to jump on a call with a client to troubleshoot their issues. This role is more phone support than email support.

Excellent reasoning ability must solve practical and complex problems and deal with various variables in situations where only limited knowledge exists.

Experience with ticketing applications, Zendesk is a plus.

Ability to learn new technologies as needed.

Rotating On-call for client/systems outages. This will include a weekend shift every 6-8 weeks. Flexibility in schedule to update client software.

Good to have:

Experience with Kubernetes to support LMS plus product.

iSeries knowledge.#J-18808-Ljbffr