As an Advanced Cloud Engineer II on our Advanced Cloud Engineering team your essential duties include but are not limited to:

• Maintain multiple customer environments.

• Act as technical escalation for NOC, Level I & II Engineers.

• Coach / Mentor NOC, Level I & II Engineers.

• Act as final escalation point for support team.

• Work 40+ hours a week.

• Update and Manage case backlog based on internal policies.

• Crisis Management - Identify any high priority issues and resolve them.

• Provide a Customer-First experience while utilizing phones and email to manage cases.

• Work cohesively with team as well as all divisions of company.

• Customer-first approach.

• Effectively engage resources inside and outside of your team to further the troubleshooting and resolution of issues which may include other technical engineers, architecture teams, account teams, or project managers.

• Deliver solutions that lead to problem resolution or mitigation with a high level of customer satisfaction.

• Be able to listen to, accept, and follow direction from more senior engineers. Flexibility to be customer facing and travel to customer sites.

• Contribute to technical knowledge base.

• Deliver trainings to NOC, Level I & Level II Engineers.

• Perform Escalation Management duties.

• Review cases, identify trends, and drive problem resolutions.

• Perform technical review of environments transitioning from implementation team to support team.

• Deep dive technical problems and create full resolutions to issues.

• Understand how technologies work together to see bigger picture of issues. Review and manage top tier customer environments to prevent major issues.

• Be available for on-call & weekend shifts.

• Perform Customer Onboarding & Critical Account roles and responsibilities. Participate in interviewing potential new hires. Provide Feedback on process and tool improvements

• Own Root Cause Analysis on any high priority case.

Minimum Technical Qualifications:

• Bachelor’s degree in a related discipline and 2 years’ experience in a related field. The right candidate could also have a different combination, such as a master’s degree and up to 2 years’ experience; or 6 years’ experience in a related field

• Advanced knowledge of AD

• Active Directory and Domain Controller knowledge

• Check replication status

• Windows Server 2016 and higher management

• Group Policy

• FSMO Roles

• DNS

• robocopy

• Excellent communication, presentation, writing, and editorial abilities.

• Excellent organizational and time management skills.

• Flexibility to work alternative days and shifts as needed

• Preferred MSP experience.

Additional Requirements:

• Support and maintain the integrity of multiple operating systems

• Knowledgeable with server back-up recovery

• File Maintenance

• Server patch management

• Proven knowledge of identifying, analyzing, and resolving system problems

• Strong skills in technical documentation

• DHCP

• Basic Networking troubleshooting skills

• NTFS Permissions

Preferred Technical Qualifications:

• Advanced knowledge with Veeam Back-Up Technologies (trainable) - - Veeam Back up Recovery/Veeam Cloud Connect

• Knowledge of N-Able Patching technologies - Deployment and maintaining server patches

• Proficient with PowerShell scripting

• Strong VMware of Hypervisor Experience

• Experience working with Print Servers