Sofia, Bulgaria | Full Time
Do you want to work at the forefront of technologies?
HeleCloud™ is a fast-growing technology consultancy and managed services business focused on the AWS platform. We take our clients on a complete journey into the Cloud and work closely with businesses to develop a Cloud roadmap, ensuring that their transition into the Cloud is smooth, secure, and adds value to the organisation. We don’t just stop at making technology work for our clients, we ensure that their teams also understand the Cloud as well as we do, and can make the most of it. We operate across EMEA with offices in the Netherlands, UK and Bulgaria.
We are expanding our teams with Senior Cloud Infrastructure Support Engineers.
Participate in a daily operations model, supporting highly secured, compliant, resilient, cost-efficient, and high-performing solutions in the Amazon Cloud environments for our customers and partners. Provide technical support using well know ITSM processes and tools via the web, email and phone.
Collaborate closely with team members from consulting, engineering and product management to resolve customer issues, advocate product enhancements, bug fixes, provide feedback on important features, product gaps and deliverymatters.
Timely elevates and/or escalates to next support level when the case is complex
Identify and document all customer issues, feedback and enhancement requests in ticket-tracking system
Ensure that technology solutions are well designed and implemented and operated in a way that solves customer problems. Always have the customer interest in mind, and think about long-term customer relationships.
Participate in cross-functional initiatives and other projects as needed
Manages multiple tasks or cases simultaneously with minimal supervision
Excellent customer, telephone, oral and written communications skills
Manages customer expectations by taking into consideration the entitlement and identifies customer problems
Fluent English is a must;
Excellent listening and questioning skills, combined with the ability to interact confidently with clients to establish what the problem is and explain the solution;
Amazon Web Services skills are advantages – knowledge of one or more of the following: EC2, VPC, RDS, S3, Direct Connect, CloudFront, CloudWatch, Config, CloudTrail, CloudFormation
Database skills – one or more of the following: Oracle Databases and Middleware, Microsoft SQL, MySQL, PostgreSQL, Datawarehousing. Knowledge of database products and technologies will be considered as an advantage
Enterprise Applications Skills – one or more of the following: Active Directory, Microsoft Exchange, Microsoft SQL Server, Microsoft Lync, Microsoft SharePoint, SAP ERP
Security & Compliance Engineering and Governance Skills – one or more of the following: security management and control frameworks, ISO 27001, PCI/DSS, SOC1/2/3, Personal Data Protection in Europe, Firewalls, IPSec, Penetration Testing, DDoS Protection, Application vulnerability assessment and protection, anti-virus/anti-spam, Identity and Access Management, Cryptography
Cloud skills – one or more of the following: AWS, Azure, Office 365, Google Cloud Platform, Google Apps for Business, VMWare, Xen
Expert technical background with a particularly deep understanding of the IT Infrastructure and Applications design.
Ability to think logically and use sound judgement to escalate issues as needed;
Ability to work well in a team;
Strong infrastructure/process design, problem-solving and analytical skills
Great interest in DevOps, Continuous Delivery, end-to-end automation, cloud computing, self-service interfaces
Experience and knowledge of ITIL, in particular Incident, Problem, Change and Configuration Management
A strong customer focus and good business acumen
Attention to details and ability to prioritize the tasks
A common understanding of Windows Server (2008 & 2012) and/or Linux
Good understanding of computer networking concept and data traffic
Nice to have
Industry certifications are advantages – for example MCSE, CCNA, CCNP, AWS Certified SA/Developer Associate/Professional, CISSP or CISA/CISM certification
Why should you join our team?
A competitive compensation consisting of a base salary, corporate benefits, bonuses, and options;
Working with pan-European and global customers and projects;
A culture that promotes learning, and personal development;
Your ideas, opinions, and decisions count: you can shape the future of the company, the business, the various industries where you are going to work;
You will be at the forefront of the Cloud services revolution from day one;
You will be given opportunities to grow career-wise in professional services, consulting, sales and business development.
Provide technical and business thought leadership: speaking at internal and external events, customer and partner conventions; publish whitepapers, blogs, articles in the press, etc;
How to Apply?
Please send us your CV and a short cover letter that outlines your motivation to apply on email@example.com. We will endeavour to respond to all submissions in a timely fashion.