Position: Cloud Support Engineer
Company: Enavate
Experience required: 5y
Category: Support
English level: intermediate
Published: 2022-08-01T00:00:00+03:00

**About the role**:
The **Cloud Support Engineer** shares responsibility for the design, development, support, and administration of client environments (predominantly Microsoft Windows Server) running in both public and private cloud infrastructure. The position will be responsible for solving support issues escalated within the Service Desk, and managing and delivering small-scale projects. 

The person in this role must have a strong technical background with at least seven years experiencing supporting complex IT environments, adhering to ITIL practices, providing technical issue resolution and root cause corrective actions and communicating with various levels of organizational and customer leadership. The Cloud Support Engineer will form key relationships with customers, business leaders, and technical project teams to ensure the successful delivery of solutions to customer technology challenges.
 
They will be expected to participate in team-building and develop team and customer relationships and be a mentor and advisor to newly hired team members.

This position is remote, the working schedule is Mon-Fri, 11:00-20:00 (Kyiv time).

**Key responsibilities:**
- Reviewing and resolving customer-related support tickets that are escalated to the engineering level
- Respond to internal tickets and resolve issues related to Cloud Services Platform
- Leverage Microsoft Powershell to develop and execute repeatable tasks
- Drive critical event ownership and outcomes through team collaboration and incident management process
- Support & administration of all Windows Server technologies including configuring, maintaining, and resolving issues for AD, RDS, IIS, DFS, DNS, and Windows services.
- Troubleshoot and resolve performance-related issues.
- Conduct root cause analysis, set up monitoring mechanisms, propose and implement permanent solutions to chronic issues
- Be an active participant and contribute to brainstorming and planning activities
- Operation in a 24x7x365 environment which includes periodic 24x7 weekly on-call rotations

**Here is what it takes to be successful in the role:**
- 7+ years’ experience troubleshooting advanced virtualised environments in Windows Server
- Subject matter expert in Windows Server OS support & administration in Windows 2012 and above
- Foundational experience with virtualization technologies
- Foundational network knowledge including subnetting, firewalls and routing protocols
- Foundational understanding of ITIL practices
- Experience leading technical projects or programs
- Experience supporting a 24/7 environment and accountability that follows
- Experience leading, mentoring, and developing junior team members
- Must be comfortable working in a fast pace and dynamic environment requiring excellent time management and self-discipline
- Ability to work well in a cross-functional, matrix management environment with a highly collaborative, team-oriented approach to problem-solving
- Proficient in Microsoft Office applications
- Excellent problem-solving and analytical skills

**Great to have:**
- Bachelor’s Degree in MIS, Computer Science
- Relevant Microsoft Windows technologies certification(s)
- Knowledge in any of the following areas: VMWare vSphere, Citrix XenApp/XenDesktop, Microsoft Hyper-V, next-gen firewalls, F5 BIG IP, and/or Citrix Netscaler
- Hands-on experience with Microsoft Azure
- Experience with Microsoft Dynamics ERP deployments

**Enavate Offers:**
- Comprehensive Compensation Package
- Flexible benefits program (may include medical insurance or other options)
- English Classes for non-native English-speaking team members
- Investment in Team Member’s education (time for self-education, Certifications)
- Desirable Annual Bonus Program
- BYOD program
- Flexible Work Schedule
- 100% English-speaking environment
- Multicultural Environment 
- Friendly, energetic, and supportive atmosphere
- And many other excellent benefits