Job Description

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 1


The Cloud Specialist 1 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 with assistance from team members.

What you will be doing

• Respond to basic inbound phone calls tickets and emails from internal and external resources requesting assistance with cloud hosted solutions with direct oversight from team members
• Interact with customers partners and internal resources to understand needs as it relates to their ticket request with direct oversight from team members
• Respond to alerts from internal monitoring tools and take corrective action to resolve timely with direct oversight for applying best practice
• Assist supporting cloud infrastructure networking and other hosting tools to ensure high availability of customer solutions
• Assist with testing 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; learn best practices for problem resolution
• Perform scheduled environment refresh requests of data to assist customers partners and internal resources while learning 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 with oversight and guidance from team members
• Assist in gathering information for audits to ensure compliance with established standards policies and configuration guidelines.

What will make you successful

• Associate\'s degree or equivalent experience
• Oral and written communications skills that demonstrate a professional demeanor and the ability to interact with others with discretion and tact
• Collaboration skills applied successfully within team
• Critical thinking analytical and problem solving skills
• Interpersonal skills; able to maintain solid rapport with team members as well as maintain professionalism with those outside of department
• Organizational multi-tasking and time management skills
• Able to summarize large quantities of information into actionable insight
• Ability to establish rapport and gain the trust of others; effective at gaining consensus
• Self motivated with the ability to complete projects in a timely manner
• Ability to handle sensitive information with discretion and tact
• 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 Microsoft Windows networking and virtualization technologies
• Knowledge of Microsoft server environments including Microsoft Active Directory networking storage and virtualization technologies
• Up to 10% travel time required

Hyland\xe2\x80\x99s Offering

We\xe2\x80\x99re proud of our culture and take employee engagement seriously. By listening to employees\xe2\x80\x99 feedback, we\xe2\x80\x99re 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 \xe2\x80\x93 cutting edge technologies, constant modernization efforts, dynamic and innovative environment, dedicated R&D Education Services department to help you grow
• Work-life balance culture\xe2\x80\x93 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\xe2\x80\x93 Volunteer time off (12h/year), Hylanders for Hylanders relief found, Mission fit giving, Dolars-for-doers matching gift programs
• Diversity & Inclusion\xe2\x80\x93 employee resource groups, inclusion benefits and policies
• Niceties & Events\xe2\x80\x93 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 \xe2\x80\x93 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.