• Job Description

  Req#: 11504

  Overview

  Hyland Software is widely known as a great company to work for and a great company to do business with. Being a leader in providing software solution for managing content, processes and cases for organizations across the globe we enabled more than 20,000 organizations to digitalize their workplaces and transform their operations.

  Currently we are looking for a Cloud Specialist 2

  The Cloud Specialist 2 is primarily responsible for responding to and resolving monitoring alerts responding to and resolving requests from customers partners and the company services team responding to incidents working Disaster Recovery failover testing and working scheduled maintenance windows within the cloud environment.

  What you will be doing

  Responsibilities

  • Respond to basic inbound phone calls tickets and emails from internal and external resources requesting assistance related to network configurations, security, and performance in cloud environments applying best practice knowledge.
  • Interact with customers partners and internal resources to understand needs as it relates to their ticket request, provide proactive suggestions as well as answers regarding hosted solutions and ensure timely resolution of service requests or Incidents.

  • Deploy, configure, and manage cloud-based networking solutions, ensuring they align with organizational goals and best practices.
  • Implement changes to the cloud infrastructure based on approved requests and change management processes.

  • Respond to alerts from internal monitoring tools and take corrective action to resolve timely by applying best practice knowledge.
  • Assist supporting cloud infrastructure networking and other hosting tools to ensure high availability of customer solutions by applying best practice knowledge.
  • Assist with testing and maintaining systems and processes as it relates to the cloud business continuity disaster recovery plan.
  • Troubleshoot and resolve basic cloud issues utilizing the company's systems utilities and support processes with direct oversight from team members; apply best practices for problem resolution.
  • Perform scheduled environment refresh requests of data to assist customers partners and internal resources while applying best practices of the process.
  • Provide regular and frequent communication to customers; ensure customer is fully advised as to the progress or delay to the resolution of their issue.
  • Contribute to internal documentation that fully reflects all activity related to resolution of issues and maintaining of hosted systems applying best practices.
  • Assist in gathering information for audits to ensure compliance with established standards policies and configuration guidelines.

  What will make you successful

  Minimum Qualifications

  • Bachelor degree or equivalent education with Inductry experience
  • Basic experience with process improvement
  • Basic experience with solving issues
  • Good oral and written communications skills that demonstrate a professional demeanor and the ability to interact with others with discretion and tact
  • Good collaboration skills applied successfully within team
  • Good critical thinking analytical and problem solving skills
  • Good interpersonal skills; able to maintain solid rapport with team members as well as maintain professionalism with those outside of department
  • Good organizational multi-tasking and time management skills
  • Ability to use original thinking to translate goals into the implementation of new ideas and design solutions
  • Good ability to establish rapport and gain the trust of others; effective at gaining consensus
  • Self-motivated with the ability to manage projects to completion with oversight
  • Good ability to handle sensitive information with discretion and tact
  • Good attention to detail
  • Demonstrated ability to influence motivate and mobilize team members and business partners; ability to work independently and in a team environment
  • Knowledge of principles of systems administration including Dell Cisco and/or HP hardware
  • Good knowledge of Microsoft Server environments including Microsoft Active Directory networking storage and virtualization technologies
  • Up to 10% travel time required

  Hyland’s Offering We’re proud of our culture and take employee engagement seriously. By listening to employees’ feedback, we’re able to provide meaningful benefits and programs to our workforce.

  • Learning & Development- development budget (used for certifications, conferences ect.), tuition assistance program, 4,000+ self-paced online courses, instructor-led webinars, mentorship programs, structured on-boarding experience full of trainings, dedicated Learning & Development department supporting our employees
  • R&D focus – cutting edge technologies, constant modernization efforts, dynamic and innovative environment, dedicated R&D Education Services department to help you grow
  • Work-life balance culture– flexible work environment and working hours (we are working in task-based system!), possibility to work from home, we value trust and we believe efficiency does not depend on your actual location, however we would like to spend time together in the office!
  • Well-being- private medical healthcare, life insurance, gym reimbursement, psychologist & dietician consultation, wellness manager care, constant wellbeing programs
  • Community Engagement– Volunteer time off (12h/year), Hylanders for Hylanders relief found, Mission fit giving, Dolars-for-doers matching gift programs
  • Diversity & Inclusion– employee resource groups, inclusion benefits and policies
  • Niceties & Events– quarterly profit sharing, culture & outings budgets, snacks and beverages, employee referral program, Christmas, birthday, baby gifts, constant incentives and employee programs

  If you would like to join the company where honesty, integrity and fairness lie in the bottom of values, where people are truly passionate about technology and dedicated to their work – connect with us!We are committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, marital status, or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants.

• About the company

  Hyland Software is the developer of the enterprise content management and process management software suite called OnBase.

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