Alfred & Victoria Associates is one of Nigeria’s leading ICT solution based company. Our company offers a wide range of services which are in high demand of today’s emerging market. AVA has three major arms which have been streamlined to meet our customer's needs.

Responsibilities

  • The Cloud support analyst will be responsible for providing first level support to cloud & managed services customers in line with Customer SLA requirement.

The specific responsibilities shall include to:

  • Work with the GNOC team, Cloud operations team as well as the Managed services team in a shift system to provide 24/7 support to Cloud customers.
  • Comply with support processes and procedures to ensure customer satisfaction and service level objectives (SLO) are met.
  • Provide first level support for cloud customer complaints.
  • Support ticket/queue management.
  • Identify, recommend and implement potential improvements to service efficiency.
  • Ensure quality, up-to-date documentation exists for all service arrangements.

Contacts

You will be required to work closely with the:

  • Technical- Operations Supports team.
  • Customer Service Delivery.

Job Requirement:

  • Bachelor's Degree in Computer Sciences, Information Management or related engineering field is preferred.
  • Minimum of 2 years’ experience in a virtualization & cloud environment.
  • Minimum of 2 years’ experience working with Microsoft system center 2012.
  • Experience working on Hyper-V and Active directory.

Competencies Required:

  • Experience with Microsoft public, hybrid and private cloud.
  • Experience working with Windows/Linux operating systems.
  • Strong Cloud experience skills (AWS or Azure).
  • PowerShell scripting experience will be an added advantage.
  • Networking experience will be an added advantage.
  • Certifications in Linux, Hyper-V, Windows Server, Microsoft System Centre, VMware, Storage, and other Cloud Technologies considered a plus for this position.
  • Excellent customer engagement skills.
  • Excellent oral and written communication skills.

Demands of the job:

  • Problem-solving skills.
  • Ability to work under pressure.
  • Ability to take ownership.
  • Prioritizing skills.
  • Troubleshooting skills.