Cloud Support Consultant Rennes/Brest

#Department

We are looking for a tech-enthusiastic and customer-oriented Support Engineer to join our Corporate Support department which provides advice, listening and solutions to some of the world ́s largest enterprises.

Our customer service teams are essential to ensure a service that meets our quality requirements.

Within the Corporate Support team, you will assist highly competent customers with excellent service and technical problem-solving that match their needs in both English and French.

In this sense, you benefit from documentation bases on which you can rely on as well as continuous training throughout your career at OVHcloud.

#Missions

Reporting to the Corporate Support Manager, you will take on the following challenges:

· Be responsible for building and maintaining strong relationships with customers by:

o Engaging directly with customers and work collaboratively by phone, ticketing system, and remote video sessions to resolve their issues.

o Sharing best practices and guiding the user to solve the problems encountered

o Solving customers problems by researching and identifying solutions via troubleshooting and involving others across the organization as necessary

o Ensure that each support case owned by you is handled according to our Service Level. Agreement (SLA) with the highest possible customer satisfaction by setting the right expectations and fulfilling your commitments

• Create and update technical documentation
• Collaborate with internal and external stakeholders and all levels of management.
• Work closely with Product Management and Engineering to drive awareness and priorization of incidents and feature requests
• This position may require weekend and/or night shifts volontary

At OVHcloud, we encourage boldness and initiative. Beyond these missions, we expect you to be proactive and to participate in the continuous improvement of your scope.

#Profile

• You have a degree in computer science
• You are fluent in English and French
• You have experience on a similar position in an IT environment working on rotation shifts
• You have a solid knowledge of virtualization environments: Vmware, HyperV...
• You master the basics of Cloud products: Dedicated Servers, VPS, Public Cloud...
• You are experienced in the use of Windows Server and Linux operating systems
• You are familiar with the principles of networks, DNS, Firewall...
• You are curious about new technologies
• You have good writing skills and good oral communication skills
• You have a good spirit of analysis and synthesis
• You are recognized by your entourage for your rigor and your organization
• You have the ability to manage your stress in all situations
• With a strong sense of service, you wish to have a positive impact on your internal and/or external contacts
• You are open to the world and working in an international context is an important aspect for you
• You are autonomous and able to work in a fast moving environment