Cloud Engineer I - VMWare Support @ 11:11 Systems

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.

• 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

• 3+ years recent experience as a technical, external customer facing support, hands-on experience in one or more technologies listed below: -
  • VMware vSphere (ESXi, vCenter, clusters, HA/DRS)
  • VMware vCloud Director (tenants, catalogs, networking, edge gateways)
  • Zerto (failover/failback testing, replication management, DR runbooks)
  • Veeam Backup & Replication (jobs, repositories, restores, replication) including O365
  • Cohesity DataProtect platform
  • Strong understanding of virtualization, storage, networking (VLANs, firewalls, load balancers), and Windows/Linux administration
  • Experience in supporting multi-tenant cloud environments
  • Understanding of cloud-based infrastructure services, such as BaaS, IaaS and DRaaS.
• Strong investigative, written, and verbal communication skills to effectively document and resolve client issues.
• High energy, positive attitude, and goal-oriented approach with proven technical knowledge, consultative skills, and adaptability.
• Demonstrated ability to manage multiple tasks independently with strong time management, decision-making, and accountability.
• Must be legally eligible to work in assigned without visa sponsorship.

• Standard Life Pension Scheme
• Healthcare Insurance Plan
• Cash Plans
• Income protection
• Life assurance
• Paid Vacation & Holidays
• Leave of absences