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Cloud Support Engineer

Toronto, ON, Canada
Job ID: 55976

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Description

Ingram Micro’s mission is to help businesses fully realize the promise of technology. No other company delivers the full spectrum and scale of global technology to businesses around the world.  Ingram Micro’s global infrastructure and deep expertise in platform technology, cloud and mobility enable our customers to operate efficiently and successfully in an increasingly digital economy.

 

With the launch of our Global Cloud Marketplace, Ingram Micro Cloud is changing how business is done in the Cloud. We are a master cloud service provider (mCSP), empowering organizations to configure, provision and manage cloud technologies with confidence and ease.

 

Responsibilities:

Providing support in a 24x7x365, KPI-driven Cloud environment

Handling incident requests from customers providing level two diagnoses and issue resolution of Cloud Services and Cloud Platform

Triaging to internal and external teams pushing for resolution within de SLA's to ensure the best possible customer experience and support

Monitoring systems and handling events, proactively recognizing and acknowledging alerts, responding to alerts or emergency issues

Act as first responders to service outages and performance degradation by moderating conference calls and engaging Triage teams to restore service in the shortest time possible (Incident Management)

Collaborate on maintain knowledgebase articles for processes. 

Requirements: 

2+ years of experience working in capacity of Technical Support or similar 

Experience working with Webservers and Databases – Apache, IIS, MySQL, MSSQL and PostgreSQL 
 
Working experience  with Monitoring tools (desirable Zabbix, Monitis) 
 
Knowledge of Application Protocols – DNS, HTTP, HTTPS (SSL), FTP 

Basic understanding or experience working on Linux environments  
 
General understanding of technologies on Apis webservice: JSON, REST, OAuth,.. 
 
Passion for providing exemplary customer service, strong customer focus 
 
Eager to learn new technologies and develop your skills. 
 
Good verbal and written professional communication, fluent in English. 
 
Self-motivated and proactive in performing duties 
  
Team player

Nice to have: 
 
- ITIL certification 
 
- Microsoft Azure certification 

- Hands-on experience with Cloud platforms, such as Microsoft Azure, AWS or GCP 

- Programming/scripting experience on at least some of the following: Bash, Python, PowerShell, PHP 

- Knowledge of SQL 
 
- Exposure to virtualization and orchestration technologies such as Docker and Kubernetes 


When it comes to the Benefits of joining us:

Hybrid working model (remote/office)

Health insurance (possibility to include family members)

Team Building events and activities: CSR, summer and Christmas party, weekly networking hour

Other: equipped canteen and terrace, break area (coffee, cold drinks), fresh fruits.

Our Hybrid Work Program is now live for our office associates. As part of this approach, we will host most of our interviews on-site, but some interviews maybe conducted virtually over the phone or through video. As a part of our COVID-19 Safety measures, we will be requesting information around your vaccination status, if you are hired as an Ingram Micro/Ingram Micro Cloud associate

Ingram Micro is an inclusive Equal Employment Opportunity employer, with a focus on Diversity, Equity & Inclusion. We consider applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disability, or any other characteristic protected by law. If you require accommodations or assistance to complete the online application process, please reach out to the Talent Acquisition Specialist/Job Poster and identify the type of accommodation or assistance you are requesting. We will try our best to make these accommodations. Please do not include any medical or health information in this email.

Ingram Micro Cloud
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