The Role: 11:11 is looking for a Cloud Engineer L1 to support and guarantee a positive post-implementation experience for all 11:11 customers. This position is responsible for the optimization, implementation, and maintenance of our organization’s cloud-based systems. The Cloud Engineer L1 will drive customer success through effective problem resolution and strong customer relationship management. This position will require an individual with a penchant for detail and a continuous improvement mindset. This is a full-time position reporting to the Manager of Service Operations.
Responsibilities:
- Represent Cloud Support by being the initial point of contact for our customers while ensuring they feel supported and valued.
- Deliver support services (via chat, phone and email) to meet 11:11 Systems’ Service Level commitments to customers.
- Manage the ticketing system intake queue to provide rapid response to new tickets entering the system
- Participation in an on-call after hours rotation.
- Provide accurate, professional responses to customer queries and concerns and escalate as necessary within support (L2/L3), to ensure customer satisfaction.
- Practice extreme ownership of incident ticket(s) within area of responsibility
- Follow 11:11 Systems best practices for service management.
- Deliver superior customer service while maintaining professional relationships.
- Work supportively with colleagues, operating in a manner that is consistent with 11:11’s Code of Business Ethics and Company Values
- Responsibly receive, transmit, and handle company data and information per Company data handling agreements, work procedures and policies
- Review and follow company policies and guidelines, data privacy practices, including annual compliance training certification and policy acknowledgements
- Additional duties as assigned
Qualifications:
- High school diploma and 1+ years recent experience as a technical, hands-on, external customer facing support engineer with active listening skills.
- Solid understanding of and experience with virtualization technologies, such as VMware, OpenStack, AWS, etc.
- Excellent investigative skills and written and verbal communication skills to effectively and efficiently document client issues.
- High energy, positive attitude with a desire for technical and professional growth.
- Detail and goal-oriented with demonstrated technical knowledge and consultative skills
- Ability to pursue positive outcomes for assigned tasks independently while managing multiple issues simultaneously
- Strong time management and decision-making skills in conjunction with adaptability and accountability for both.
- Understanding of cloud-based infrastructure services, such as BaaS, IaaS and DRaaS.
- Must be legally eligible to work in assigned without visa sponsorship
To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions
