Devops Cloud Support Engineer

Overview

Support project delivery, including cloud workload migrations, Office 365 migrations, Office 365 remediations, security and best practice reviews.

Position Summary & Primary Objectives

Reporting to the Team Lead – Cloud Support or Cloud Service Desk Manager, the DevOps Cloud Support Engineer is responsible for the delivery and / or support of cloud-based projects.

As a key member of the Cloud Services Team, a DevOps Cloud Support Engineer plans and documents infrastructure deployments and responds to customer environments, fulfilling all day-to-day level 2 and 3 support tickets, service requests and escalations for our customers' cloud and hybrid environments.

This role is responsible for taking ownership of all incoming support tickets, growing our relationships with customers, and providing expert technical brilliance.

In addition, the DevOps Cloud Support Engineer is responsible for the delivery of smaller project initiatives in the Cloud Services business unit, ensuring knowledge base is maintained / updated and providing our customers with the best possible end-to-end service.

Key Roles & Responsibilities

Take ownership, address, and resolve incidents and service requests; log all incidents and requests; engage other service desk resources

Provide operational support and technical escalation and manage and monitor all systems ensuring the highest levels of availability

Support project delivery, including cloud workload migrations, Office 365 migrations, Office 365 remediations, security and best practice reviews

Deliver continued, secure, and highly available systems to ensure customers continue to follow the standard process

Provision and configure public cloud-based resources to manage customer environments

Assist in delivering cloud and automation capability and offerings ensuring delivery of Cloud Services related projects

Apply DevOps processes & methodologies as required

Peer review documentation and mentor, coach and provide support to less experienced team members

Provide knowledge transfer and mentoring of customer technical staff and other CyberCX technical staff as required including maintain customer knowledge base

Qualifications, Experience & Skills

Tertiary qualifications in Computer Science or a related discipline and / or equivalent industry experience

At least 1 year of experience in a support role, ideally in a global consulting firm or large technology company or managed services provider, working on multi-client environments

Broad experience and knowledge in hybrid and cloud technologies, across networking, virtualisation, and security

Able to work autonomously and use initiative to achieve desired outcomes

Able to explore new challenges, and know when guidance from someone with more domain experience is required and not burn time

Excellent collaboration skills; work well as part of a team

Excellent interpersonal skills : great ability to build relationships with internal and external stakeholders

Strong time management skills – ability to multi-task, set priorities and meet deadlines

Ability to communicate effectively in written and verbal form with both colleagues and customers, including excellent listening skills

Strong analytical and problem-solving skills, with pro-active approach and a can-do attitude

Skilled in responding to setbacks in an agile and resilient manner

Personal Attributes

Professional and ethical, you inspire trust and confidence through integrity and respect

Customer-obsessed and a self-starter, you go above and beyond to deliver extraordinary results and experiences for customers

Future-focused strategic thinker, who is comfortable in the unfamiliar

Innovative and open to change, you are focused on finding opportunities for continuous improvement and ways to optimise work processes

A collaborative strong communicator with an enterprise mindset, you speak up and welcome all input, opinions, and questions

About CyberCX

CyberCX is the leading independent cyber security services organisation in Australia and New Zealand.

CyberCX is Australia's greatest force of cyber security professionals.

CyberCX has united the country's most trusted cyber security companies to deliver the most comprehensive end to end cyber security services offering to Australian enterprises and governments.

We are cyber security experts first and foremost.

We're a unified team of highly qualified, certified and skilled professionals working together on the same mission : to protect and defend Australian organisations from cyber threats.

We specialise in : Strategy & Consulting | Governance, Risk & Compliance | Security Testing & Assurance | Identity & Access Management | Network & Infrastructure Solutions | Managed Security Services | Cloud Security & Solutions | Digital Forensics & Incident Response | Cyber Capability, Education & Training.

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