Cloud Support Technician

Effectual Cloud Support Technician have an operational focus within Effectual’s managed services team, which is an extension of Effectual’s broader Delivery organization. CSTs lead the monitoring and management of client cloud environments in both AWS native and VMware Cloud on AWS (VMC on AWS).

CSTs are technologists who have a passion for helping customers. They focus on ensuring environments are accessible, available and secure. They look for ways to leverage automation (e.g.: infrastructure-as-code, self-service, self-healing workflows, etc.) to multiply their impact. CSTs are problem solvers who see customer issues and challenges as opportunities to exceed expectations and demonstrate what outstanding customer service looks like. CSTs have knowledge of AWS Cloud technologies and or VMC on AWS, possess a strong desire to continue to learn about emerging technologies, and a passion for supporting the high-quality delivery of technical projects.

Essential functions include, but are not limited to the following:

• Work assigned rotational shifts, which will include periodic weekend and overnight cover

• Providing managed support for customer through the Effectual ticket system or phone

• Triaging support tickets acting as first point of content for customer requests and support related issues

• Owning the resolution of each assigned ticket and drawing upon other team members, as needed, to ensure timely resolution

• Never working the same problem twice – Document the problem and resolution of each ticket in Effectual’s knowledge base

• Follow ITIL processes (Incident, Change, and Problem Management)

• Working on critical, highly complex client problems that may span multiple environments (on-premises and cloud)

• Effectively transitioning work to other team members to ensure timely progress is made on each and every issue while still owning ultimate responsibility for the resolution of each ticket

• Effectively communicating with other team members regarding ongoing client incidents

• Effectively communicating with clients through tickets, emails, and phone calls

• Working on both internal and customer technology initiatives

• Identifying opportunities for improvement in both customer environments and internal processes

• Demonstrating the ability to learn new skills and technology

• Actively taking part in ongoing certification and training initiatives

• Experience in the management and administration of operational systems within an AWS or VMware environment

• Exposure to, and limited use of, scripting languages (Python, PowerShell, Bash, etc.)

• Demonstrable ability to perform basic Windows and Linux operating system administration

• Able to explain fundamental AWS concepts (e.g. Security Groups, Network ACLs)

• Strong desire to learn new technologies and skills

• AWS certifications (e.g.: Developer Associate, Sysops Administrator Associate, Solution Architect Associate, etc.)

• Knowledge of git and git management strategies with GitHub

• Familiarity with infrastructure as code (IaC) tooling such as Terraform or CloudFormation

• Understanding of AWS CLIs and/or APIs

The work is generally performed in an office environment. Physical demands include sitting, keyboarding, verbal communication, written communication. Employee is occasionally required to stand; walk; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.

This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described and may be amended at any time at the sole discretion of the Employer. Duties and responsibilities are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently.

This document does not create an employment contract, implied or otherwise, other than at “at will” relationship.

Effectual, Inc. is an EEO employer and does not discriminate on the basis of any protected classification in its hiring, promoting, or any other job related opportunity.