Role purpose:

To provide expert support and ensure optimal operation of cloud infrastructure services across multiple platforms (Azure, AWS, VMware, Huawei). The role entails troubleshooting, managing cloud infrastructure, and assisting clients as a first line Engineer in deploying and maintaining cloud solutions that meet their business objectives.

Job Responsibilities:

• Act as a primary contact for technical support inquiries related to cloud infrastructure services and Own all customer inquiries regarding web hosting, Sherkety & Cloud computing services (VM, Email Exchange, Sharepoint, webhosting, MS Office 365 , DaaR and other business solutions till closure  and post resolution call to ensure customer satisfaction and close case.
• Manage, troubleshoot, and resolve complex technical issues in Azure, AWS, VMware, and Huawei environments.
• Collaborate with cloud architects and engineers to improve cloud solutions, ensuring they are secure, scalable, and meet customer requirements.
• Assist with the implementation and configuration of cloud solutions based on best practices, including optimizing resource utilization and cost.
• Monitor and maintain cloud environments to ensure availability, reliability, and performance within agreed SLAs.
• Develop and maintain documentation of cloud systems and configurations to facilitate knowledge sharing.
• Provide guidance and assistance to customers in areas such as backup, disaster recovery, and scaling of cloud resources.
• Coordinate with other technical teams to ensure smooth deployment and integration of cloud services.
• Responsible for raising the quality level of handling customer technical requests/inquiries/problems and address its root causes to drive improvement in customer experience insuring the lead in Cloud computing services, Data Innovations and Mobile Internet
• Own all customer inquiries regarding web hosting, Sherkety & Cloud computing services (VM, Email Exchange, Sharepoint, webhosting, MS Office 365 , DaaR , Web2SMS ) and other business solutions till closure  and post resolution call to ensure customer satisfaction and close case.
• Ensure that any further analysis to the customer problem is conducted including searching the supplier related internet site are done according to SL.

Core Competencies, Knowledge, and Experience:

• B.Sc. in Computer, Telecommunications Engineering or Computer Science
• Minimum 2-year experience in IT Support Field 
• Excellent written and spoken English is a must.
• ITIL Foundation V4 is prefered. 
• Organized for working in a global cooperative team environment.
• Extensive experience in cloud support, with a strong understanding of Azure, AWS, and Huawei cloud platforms.
• Proficient in troubleshooting and resolving cloud infrastructure-related issues.
• Knowledge of cloud networking, storage solutions, and security best practices.
• Ability to work effectively with clients and provide excellent customer support.
• Skilled in monitoring and optimizing cloud resources for cost-effectiveness and performance.

Qualifications:

• Certifications in at least one cloud platforms (e.g., AWS Certified Solutions Architect, Microsoft Certified:  Azure-104 - Azure Solutions Architect Expert, Huawei Cloud Certified).
• Strong background in IT Service Management (ITSM) or IT Operations.
• Knowledge of vendor and contract management practices.
• Proficiency in automation, monitoring tools, and service management methodologies.
• Strong analytical and problem-solving abilities, with attention to detail.
• Ability to handle customer escalations, prioritize issues, and manage conflict effectively.
• Commitment to continuous learning in the evolving cloud technology landscape.