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Cloud Engineer

RM 2,500 - RM 2,999 / month

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Job Summary: We are seeking a highly skilled cloud support to join our technical support team. The ideal candidate will have experience with VMware virtualization, network troubleshooting, and system diagnostics. You will be responsible for ensuring timely and effective responses to support tickets, maintaining cloud infrastructure, and delivering a high level of customer service. Key Responsibilities: >> Cloud Infrastructure & Virtualization Support • Manage and troubleshoot VMware virtualization environments to ensure system stability and performance. • Deploy, configure, and optimize virtual machines and related resources to meet customer needs. • Monitor cloud infrastructure to prevent and resolve performance issues. >> Network & System Troubleshooting • Diagnose and resolve network-related issues, including connectivity, firewall configurations, and DNS problems. • Perform system diagnostics to identify and fix hardware or software problems in cloud environments. • Analyze system logs to detect potential issues and implement preventive measures. >> Helpdesk Operations & Support • Respond to helpdesk tickets in a timely manner, ensuring that SLAs are met. • Handle customer inquiries, troubleshoot issues, and provide resolutions via phone, email, or chat. • Escalate complex issues to senior team members or specialists as needed, while maintaining communication with customers. >> Documentation & Knowledge Sharing • Create and update support documentation, FAQs, and knowledge base articles to assist both customers and internal teams. • Participate in team meetings to discuss recurring issues, process improvements, and best practices. >> Continuous Improvement & Customer Satisfaction • Proactively identify opportunities to improve cloud support processes and optimize system performance. • Collect and analyze customer feedback to enhance the quality of service provided. • Stay updated on industry trends and best practices related to cloud infrastructure and support. Qualifications & Experience: • Bachelor’s degree in Computer Science, Information Technology, or a related field (preferred). • 3+ years of experience in cloud support, IT infrastructure, or technical support. • Strong expertise in VMware virtualization, network troubleshooting, and system diagnostics. • Experience with helpdesk ticketing systems such as ServiceNow, Jira, or similar platforms. • Industry certifications like VMware Certified Professional (VCP) or ITIL Foundation are a plus. Key Skills & Competencies: • Technical Proficiency: Hands-on experience with VMware, networking, and system troubleshooting. • Problem-Solving: Strong analytical skills to identify root causes and resolve issues efficiently. • Communication: Excellent verbal and written communication skills to support clients and document solutions. • Customer Focus: Ability to deliver high-quality support and ensure customer satisfaction. • Time Management: Ability to prioritize tasks and manage multiple support tickets simultaneously.