Full Job Description
Summary: Onix is currently seeking a passionate, engaging and motivated individual to fill the role of a Cloud MSP Support Engineer at Onix HQ in Lakewood, Ohio or remote. This person will provide enterprise-level and corporate support for our growing Next-Generation Cloud MSP practice. This will consist of providing technical assistance as part of a 24/7 service and support organization using Google Cloud Platform as well as other public and private clouds.
Scope/Level of Decision Making: This is a non-exempt position operating under limited decision-making and supervision. Position performs a variety of assigned activities, referring more complex issues to a manager.
Take ownership of helpdesk tickets and see problems through to resolution while observing and meeting enterprise grade SLAs
Research, diagnose, troubleshoot and identify solutions to resolve customer issues
Follow standard procedures for proper escalation of unresolved issues to the appropriate internal or partner teams
Provide prompt and accurate feedback to customers
Ability to comprehend patterns and trends while troubleshooting to provide for long-term solutions to issues
Ensure proper recording and closure of all issues
Prepare accurate and timely reports
Help create and maintain relevant documentation
Participate in the creation and testing of new processes, procedures and explore new technologies and cloud services
Be available to work in an on-call environment with rotation
Provide support for cloud-based services and solutions including Google Cloud Platform, AWS and Azure
Comprehend and conform to GCP, AWS and Azure best practices
Configuring and maintaining monitoring, alerarting and backup systems across multiple customers
Preferred Skills and Experience:
3+ years of enterprise-level work resolving Cloud & Infrastructure/OS issues
Strong Operating System troubleshooting skills (Linux, Windows, other)
Experience and ability to work with ticketing and service desk software and management applications such as Freshdesk, Freshservice, Jira, Slack etc.
Experience using cloud-based 3rd party tooling such as Datadog, LogicMonitor, New Relic, AppDynamics, CloudHealth etc.
Experience with server virtualization: Image creation, deployment and maintenance
Experience creating and maintaining software defined networks
Altiris, SCCM, or other deployment tools
Networking fundamentals and technologies, including VPN configurations, TCP/IP, firewalls, routing, load balancing etc.
Experience with network technologies and with system, security, and network monitoring tools
Good working knowledge of common web hosting technologies (Apache, Nginx etc)
Thorough understanding of the latest security principles, techniques, and protocols
Problem solving skills and ability to work under pressure
Excellent communication skills (verbal, written and presentation), customer service-oriented
Strong problem solving skill set, and the ability to understand new technologies quickly are essential
Automation experience with BASH, Powershell, Python, or other scripting languages
Experience with Terraform, Chef, Puppet, Ansible, Pulumi or other Configuration Management technologies
Software development background or knowledge of software development methodologies
Understanding of solution design/architecture principles
Knowledge of multiple public or private clouds eg: Google Cloud (GCP), Amazon Web Services (AWS), Microsoft Azure
Thorough understanding of DevOps principles and practices in relation to release pipelines and builds
Experience with CI/CD management tools (Jenkins, Git, TFS etc.)
Working knowledge of Kubernetes, Anthos, Docker, containerization and serverless technologies
Working knowledge of DataOps monitoring, managing and maintenance
Experience with performance monitoring and management of database engines (MSSQL, MySQL, DynamoDB, MongoDB, ElasticSearch, Postgres)
Familiar with regulatory and governance frameworks such as HIPAA, PCI, etc.
A Bachelor’s degree in Computer Science, related technical field or equivalent experience
Certifications - Would prefer any of the following
Google Certified Professional - Cloud Architect
Google Certified Professional - DevOps Engineer
Google Certified Professional - Data Engineer
Google Certified Professional - Security Engineer
Google Certified Professional - Network Engineer
AWS Certified Solutions Architect - Professional
AWS Certified DevOps Engineer - Professional
AWS Certified Advanced Networking - Specialty
AWS Certified Security - Specialty
AWS Certified Database - Specialty
AWS Certified Data Analytics - Specialty
Travel Expectation: Currently <10%. Due to the Covid-19 crises the amount of travel is subject to change
It is the policy of Onix to ensure equal employment opportunity in accordance with the Ohio Revised Code 125.111 and all applicable federal regulations and guidelines. Employment discrimination against employees and applicants due to race, color, religion, sex, (including sexual harassment), national origin, disability, age (40 years old or more), military status, or veteran status is illegal.
Onix will only employ those who are legally authorized to work in the United States or Canada. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1, H-1, H-2, L, B, J, or TN or who need sponsorship for work authorization now or in the future, are not eligible for hire.