Job description for Cloud Support at Pt. Era Awan Digital (eranyacloud)
Qualifications:
- Provide 24x7 technical support and monitoring for cloud infrastructure and services
- Handle incoming support requests, incidents, and service tickets from customers via ticketing system, email, or phone.
- Perform initial troubleshooting and issue diagnosis related to compute, storage, network, and virtualization in the cloud environment.
- Escalate complex technical issues to the appropriate engineering or infrastructure team when necessary.
- Monitor cloud infrastructure systems and ensure service availability and performance.
- Maintain proper documentation of incidents, troubleshooting steps, and resolutions in the ticketing system.
- Assist customers with basic configuration, service requests, and operational inquiries.
- Follow incident management, problem management, and SLA procedures.
- Perform routine operational tasks such as service checks, system alerts handling, and maintenance monitoring.
- Collaborate with internal teams to ensure timely resolution and customer satisfaction.
