Cloud Support Specialist (VMware & Windows Server)

Job Summary:

We are seeking a personable and client-focused Cloud Support Specialist to manage virtual environments using VMware vSphere and handle user administration through Active Directory. This role emphasizes client servicing, where building strong, trusted relationships with clients is as critical as resolving technical issues. The ideal candidate is a proactive communicator, willing to learn, and dedicated to ensuring client satisfaction.

Key Responsibilities:

Client Servicing and Relationship Building:

• Act as the primary point of contact for clients, ensuring their technical issues are resolved promptly and professionally.
• Foster long-term relationships with clients by understanding their needs and providing tailored solutions.
• Communicate complex technical issues in clear, non-technical language to ensure client confidence.
• Regularly check in with clients to ensure satisfaction and address any concerns proactively.

VMware vSphere Administration:

• Configure, manage, and troubleshoot virtual machines (VMs) within VMware vSphere environments as per client requirements.
• Provide VM-level support, including resizing, resource allocation, and performance troubleshooting.

Windows Server Administration:

• Administer and support Windows Server OS running on VMs, focusing on roles such as file services, print servers, and basic configurations.
• Address server-related client queries and resolve user-access issues efficiently.

Active Directory Management:

• Manage Active Directory (AD), including creating and maintaining user accounts, security groups, and permissions.
• Troubleshoot user authentication issues and ensure smooth operations within the clients domain environment.

Incident and Request Management:

• Respond to client tickets and resolve technical issues related to their virtual environments and user management.
• Document resolutions and ensure all client interactions are logged appropriately in the ticketing system.

Qualifications and Skills:

Required:

• Experience in managing virtual machines (VMs) within a VMware vSphere environment.
• Proficiency in Windows Server OS administration and troubleshooting.
• Strong knowledge of Active Directory for user and group management.
• Exceptional communication skills, both verbal and written, with the ability to build rapport with clients.
• A service-oriented mindset with a focus on delivering client satisfaction.

Preferred:

• Certifications such as VMware Certified Professional (VCP) or MCSA/MCSE.
• Familiarity with IT service management tools like ConnectWise, ServiceNow, or similar.
• Basic understanding of networking concepts (TCP/IP, DNS).

Soft Skills:

• Client-Centric Approach: Demonstrates a genuine interest in understanding client needs and building strong, long-term relationships.
• Willingness to Learn: Open to acquiring new skills and adapting to client-specific environments.
• Honesty: Maintains transparency and integrity in all client interactions.
• Problem-Solving Skills: Handles client concerns with patience and delivers effective solutions.
• Empathy and Communication: Able to communicate technical information in a way that is easy for clients to understand.