Select City 17-May-2024

Cloudelligent

Islamabad

Position Title: IT Support Lead - VMWare Experience
Job Timings: 6pm-3 am (PKT)
Location: Islamabad, Lahore

About Cloudelligent

Cloudelligent is a Cloud-native consultancy and AWS Advanced consulting partner. We specialize in providing bespoke cloud solutions to the SMB & enterprise segments as well as the public sector (Non-Profit Organizations). Being a next-gen cloud service provider, Cloudelligent helps small businesses & medium/large enterprises break free from hardware lifecycle and capital expenditures, allowing them to make the most out of their cloud investment. We have an international footprint with a diverse team of domain experts, and we are customer-obsessed.

Job Objective

The Tech Support Lead oversees our frontline team, ensuring exceptional client service. Ideal candidates have strong leadership, customer service, and personnel management skills, thriving in a dynamic environment. You will be the beacon of technical expertise and support for connectivity to the cloud and the hosted environment for our clients.

Responsibilities

1. Manage day-to-day operations, coaching technical support engineers, overseeing ticket resolution, monitoring performance metrics for improvement, and developing training programs.
2. Investigate and diagnose complex technical problems; this involves analyzing system logs, performing advanced tests, and utilizing specialized diagnostic tools to identify the root cause of the issue. System and software analysis, troubleshooting, and documentation.
3. Collaborate closely with software support, product development teams, system administrators, and other technical specialists to resolve complex issues.
4. Provide detailed analysis and feedback to developers for bug fixes or working with network engineers to address connectivity issues.
5. Engage with customers to provide updates on escalated issues, offer technical guidance, and ensure customer satisfaction.
6. Contribute to the development and maintenance of knowledge base articles and technical documentation.
7. Document resolutions for complex issues, create troubleshooting guides, and update existing documentation to improve support efficiency and empower other support tiers.
8. Set performance goals and KPIs for the technical support team, and regularly review and assess team performance to ensure goals are met or exceeded.
9. Provide training and mentorship to other support engineers, sharing insights, best practices, and technical knowledge to improve the support team's overall effectiveness.
10. Actively participate in post-incident reviews and root cause analysis to identify trends, patterns, and opportunities for improving products or support processes. Work to prevent recurring issues and enhance the overall quality of support services.

11. Technical Experience/Expertise:

    • Use, knowledge, and support of the following technologies VMware Horizon Virtualization, Windows file and Print Sharing including mapped drives, Windows Active Directory and Group Policy, various Web Server technologies such as Apache Tomcat and Apache HTTP Server.
    • VMware Horizon Experience (Windows File and Print Sharing, including mapped drives).
    • Proficient understanding of LAN/WAN environments and all associated protocols, such as TCP/IP.
    • Remote Printing Connectivity via TCP/IP and Troubleshooting; ability to complete preliminary network/system analysis and issue isolation.

    Requirements

    • 5+ years’ experience supporting large-scale software packages.
    • Bachelor’s degree in Computer or Engineering Field, or related field.
    • Proven track record of successfully managing and leading customer support teams.
    • Experience with establishing and monitoring support metrics and KPIs.
    • Experience in developing and conducting training programs for customer support team.
    • Strong client-facing skills including the ability to jump on a call with a client to troubleshoot their issues. This role is more phone support than email support.
    • Excellent reasoning ability - must have the ability to solve practical and complex problems and deal with a variety of variables in situations where only limited knowledge exists.
    • Experience with ticketing applications, Zendesk is a plus.
    • Ability to learn new technologies as needed.
    • Flexibility regarding work schedule to meet position needs outside of regular business hours.

    Good to have:

    • Experience with Kubernetes to support LMS plus product.
    • iSeries knowledge or willingness to learn