<div><div><div><div>The Role: 11:11 is looking for an experienced Cloud Engineer II in supporting and guaranteeing a positive post-implementation experience for all 11:11 customers. This position is responsible for the optimization, implementation, and maintenance of our organization’s cloud-based systems. The Cloud Engineer II will drive customer success through effective problem resolution and strong customer relationship management. This position will require an individual with a penchant for detail and a continuous improvement mindset. This is a full-time position reporting to the Manager of Service Operations.  Responsibilities: <ul><li>Represent Cloud Support by being the initial point of contact for our customers while ensuring they feel supported and valued. </li><li>Deliver support services (phone and email) to meet 11:11 Systems Service Level commitments to customers. </li><li>Manage the ticketing system intake queue to provide rapid response to new tickets entering the system. </li><li>Triage incoming support tickets for 11:11 Systems Enterprise Cloud Infrastructure and Disaster Recovery Customers.  </li><li>Act as an escalation point for Cloud Support Engineers (L1) to resolve customer issues. </li><li>Participation in an on-call after hours rotation. </li><li>Escalate and work alongside teams within 11:11 Systems infrastructure, development, product etc. – via escalation to L3 Support.  </li><li>Practice extreme ownership of incident ticket(s) within area of responsibility.  </li><li>Follow 11:11 Systems best practices for service Management. </li><li>Deliver superior customer service while maintaining professional relationships.  </li><li>Work supportively with colleagues, operating in a manner that is consistent with 11:11’s Code of Business Ethics and Company Values. </li><li>Responsibly receive, transmit, and handle company data and information per Company data handling agreements, work procedures and policies.</li><li>Review and follow company policies and guidelines, data privacy practices, including annual compliance training certification and policy acknowledgements. </li><li>Additional duties as assigned.</li></ul>Qualifications: <ul><li>2+ years recent experience as a technical, hands-on, enterprise VMware administrator.  </li></ul></div><div><ul><li>Extensive knowledge and experience using VMware, Zerto and Veeam administrator, and management tools (vCenter, vCloud Director, VMware Configuration Manager).  </li><li>Working experience managing scalable, highly available, mission critical virtualized VMware infrastructures.   </li><li>Experience should include implementing and managing multiple virtual environments. </li><li>Solid understanding of and experience with virtualization technologies, such as VMware, OpenStack, AWS, etc.  </li><li>Understanding of cloud-based infrastructure services, such as BaaS, IaaS and DRaaS. </li><li>4+ years of experience as a technical support representative with extensive hands-on troubleshooting.  </li><li>Excellent communicator, high energy, positive attitude, aptitude for professional growth.  </li><li>Must be detail and goal-oriented with demonstrated technical knowledge and consultative skills.  </li><li>Ability to pursue positive outcomes for assigned tasks independently.</li><li>Must be legally eligible to work in assigned region without visa sponsorship.</li></ul> To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions.  Benefits:<ul><li>401k Plan with Company Match</li><li>Healthcare, vision and dental Insurance Plan</li><li>Life Insurance</li><li>Short-Term Disability Insurance</li><li>Long-Term Disability Insurance</li><li>Paid Vacation &amp; Holidays</li><li>Leaves – primary care and new parent leave, maternity leave</li><li>Wellness Program</li></ul></div></div></div></div>