Hyper V Windows ( Cloud Engineer - IV)

ROLE REQUIREMENTS:

Delivering Fanatical Support to our customers requires a strong mix of technical and interpersonal skills; from a technical standpoint, you will need to be able to support Microsoft Hyper-V in addition to either Windows or Linux. You will also need to have first-rate customer service skills and be able to integrate into and contribute to a high performing team.

As a Level III engineer in the team, you work a variety of issues incoming via phone, support queue, or escalations from L1 and L2 Engineers. Aside from your reactive work, you are expected to spend a small amount of your time contributing to the team processes, documentation and automation.

Minimum Technical Requirements:

• 8-15+ years of systems administration experience
• 4 year of experience supporting Windows Hyper-V environments
• An understanding of key networking and storage technologies.
• Certs
  • MCP/MCSA
  • Microsoft 74-409 - Server Virtualization and Windows Server Hyper-V and System Center

Preferred Technical Requirements:

• Certs
  • Microsoft 20740A Installation, Storage, and Compute w/ Windows Server 2016
  • RHCSA
• Experience with Microsoft Azure Site Recovery
• Understanding of automation toolsets such as PowerShell DSC, Chef or Puppet.
• Experience using PowerShell for administration.

Additional Requirements

• Strong communication skills enabling you to work with customers on the phone and through ticket updates, providing clear technical guidance and carefully managing customer expectations.
• Meticulous attention to detail; documenting all work to a high standard enabling other engineers to pick up the issue later.
• Know when to escalate issues and when to own through to resolution.
• Able to challenge both colleagues and mangers in a professional manner in order to identify areas for improving our overall performance.
• Know how to influence those around you in order to make the changes needed to raise the bar on our tools, processes and automation.
• Strong willingness to learn new technologies in order to keep up with the high pace of change in the industry.

KEY ACCOUNTABILITIES & PERFORMANCE INDICATORS

The key accountabilities for this role are:

• Deliver Fanatical Support on the Microsoft Hyper-V platform.
• Respond to customer support requests via both the ticket and phone systems within our SLA commitments.
• Act as a point of escalation for the Level 1 & Level 2 engineers.
• Create, check and execute on planned maintenances for customers.
• Troubleshoot outages or degradations in customer environments.
• Carry out administrative tasks such as patching and backup.
• Drive strong customer satisfaction (measured through the Net Promoter Score system)
• Own issues on behalf of customers, escalating inside the team or working in collaboration with other teams where needed.
• Create key documentation and processes for the team.

The typical KPI's for this role are:

• Volume:
  • Phone availability, phone calls taken, missed phone calls.
  • Tickets updated, tickets closed.
  • (optional) $MRR value of builds completed.
• Quality:
  • NPS feedback from customers.
  • Peer review.
• Efficiency:
  • Consumption of automation.

Impact of automation or process creation