Cloud Support Engineer at Zayo

| Greater Denver Area
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Company Description

Zayo provides mission-critical bandwidth to the world’s most impactful companies, fueling the innovations that are transforming our society. Zayo’s 133,000-mile network in North America and Europe includes extensive metro connectivity to thousands of buildings and data centers. Zayo’s communications infrastructure solutions include dark fiber, private data networks, wavelengths, Ethernet, dedicated Internet access, and colocation services. Zayo owns and operates a Tier 1 IP Backbone and 44 carrier-neutral data centers. Through its Cloudlink service, Zayo provides low latency private connectivity that attaches enterprises to their public cloud environments. Zayo serves wireless and wireline carriers, media, tech, content, finance, healthcare and other large enterprises.

Position Description

Zayo is building a high-touch Cloud Services Organization that will provide extraordinary customer service which encourages our customers to confidently trust their business to us. We believe that one-on-one interactions build meaningful and lasting relationships that deliver value. In our industry, our overriding competitive advantage is our culture of showing our team members and our customers that they matter. We provide a distinctive support experience by focusing on serving one customer at a time, and we serve them as if they are the only customer we have.

Collaboration and cross-training is a cornerstone of our philosophy: if you are working with something that is unfamiliar, you are encouraged to bring in one or more of your teammates to assist you. One of the goals of our support model is to solve the customers’ support issue during the first contact with our support staff.

You will be a member of one of our support teams that will implement the Customer Operations Mission. Your approach to customer support is to focus on long-term success through customer satisfaction.

Responsibilities

  • Respond to customer inquiries, primarily by telephone and e-mail.
  • Work flexible schedules, which may include evenings, weekends or holidays.
  • Work directly with your teammates, engineering, and sales teams to resolve problems as necessary.
  • Build, patch, and manage hundreds of vCenter environments with thousands of hosts.
  • Configure and manage the enterprise monitoring system with thousands of managed elements.
  • Document technical problems, troubleshooting steps and resolutions in the Salesforce CRM system.

Requirements

  • Participate in a 24/7 work shift rotation. Currently, the schedule is as follows:
    • Four 12-hour shifts
    • Three consecutive days off
  • Completed university education in Business, Computer Science, Finance, or technical equivalent.
  • Strong knowledge in Salesforce and some kind of virtual environment enterprise backup tool.
  • VMware Administration:
    • Host installation, configuration, networking, storage and patching
    • All aspects of VM management (creation, resize resources, snapshots, destruction, etc.)
    • vCenter patching
    • Configuration and maintenance of DRS, DRS affinity rules and HA
    • Configuration and maintenance of Vswitches and DVswitches
    • Datastore configuration and management (FC, NFS and iSCSI)
  • Strong knowledge in Firewall provisioning specifically (NAT’s, filter rules, create/troubleshoot IPsec/SSL VPN’s, route management)
  • Expertise in: IP subnetting, Storage Systems, Monitoring Systems
  • Experience in troubleshooting
    • Windows (MCSE/MCP)
    • LAN/WAN connectivity issues
    • Layer 2, 3 and 4 network issues
    • Hardware related issues
    • Operating systems (Windows / Linux)
    • Performance issues (Network, Server and Storage)
    • Firewall issues (NAT, filter rules, IPSec tunnels, etc)
    • Network routing issues
  • A passion for helping people with their hair on fire.
  • In-depth knowledge of the technical support function.
  • Expertise in Palo Alto Networks Firewalls, Cisco ASA and/or Sophos UTM.
  • Knowledge of general cloud computing.
  • Ability to write white papers a plus.
  • Minimum of 5 years of VMware systems administration and firewall provisioning experience.
  • Minimum of 3 years of Windows / Linux systems administration experience.
  • Working knowledge of F5 Load Balancer configuration.
  • Excellent written and verbal communications skills.
  • Superior analytical skills.

Rewards

  • Competitive compensation
  • Excellent benefits including health, dental, vision, 401 (k), disability and life insurance
  • Fitness membership discounts
  • Generous paid time off policy including paid parental leave

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Technology we use

  • Engineering
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • SqlLanguages
    • ApexLanguages
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • Microsoft SQL ServerDatabases
    • OracleDatabases
    • PostgreSQLDatabases
    • SalesforceCRM

Location

Our Boulder campus is located in the 29th Street Mall where employees can benefit from access to restaurants, retail, fitness and more!

What are Zayo Perks + Benefits

Zayo Benefits Overview

Zayo Group is committed to providing our employees with a benefits program that is both comprehensive and competitive. Our benefits program offers health care, dental and vision coverage, as well as financial secruity to our employees and their families.

Culture
Volunteer in local community
Partners with Nonprofits
B Strong, Greenhouse Scholars, A Precious Child, AMP the Cause, There With Care, Boulder Parks and Rec, and many more....
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Flexible Spending Accounts (FSAs) enable you to put aside money for important expenses & help reduce your income taxes at the same time. Zayo employees can contribute up to $2,650 annually.
Disability Insurance
If you are out of work for an extended period or time due to a disabling injury or illness, disability insurance covers 60% of annual salary up to $5000 monthly maximum payout.
Dental Benefits
Dental exams can help you & your dentist detect problems in the early stages when treatment is simpler & costs are lower. Regular exams are an important part of maintaining your medical health.
Vision Benefits
The vision plan covers routine eye exams and also pays for all or a portion of the costs of glasses or contact lenses if you need them.
Health Insurance Benefits
Each person's health care needs are different. That's why our medical plan offers multiple options (3) so that you can choose the coverage level best-suited to your personal situation.
Life Insurance
Your family depends on your income for a comfortable lifestyle and for the resources necessary to make their dreams a reality! Zayo offers Basic Term Life and AD&D as well as supplemental insurance.
Wellness Programs
Team workouts
Do you love working out? So do we which is why Zayo offers access to group fitness sessions and company-sponsored events, such as the B Strong Ride.
Retirement & Stock Options Benefits
401(K)
Zayo Group offers a 401(k) plan through Fidelity. Eligible employees may join the plan as soon as administratively feasible after their date of hire and may contribute up to the IRS limit of $19,000.
401(K) Matching
Zayo matches 50% of employee contributions up to 4% with a cap at 2% match.
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Zayo provide 12 weeks paid maternity leave, 2 weeks paid paternity leave, and 4 weeks paid adoptive/foster leave.
Flexible Work Schedule
Family Medical Leave
Adoption Assistance
Return-to-work program post parental leave
Company sponsored family events
Acme co. sponsors family oriented events Annually.
Vacation & Time Off Benefits
Generous PTO
Zayo employees receive between 0 and 25 days per year of paid time off based on years of service.
Paid Holidays
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Zayo Group offers the option to elect Commuter Benefits which helps you pay for public transportation and parking costs while commuting to and from work using pretax dollars.
Company Outings
Acme Co. hosts company outings Quarterly.
Game Room
Our game room includes Ping Pong, Foosball, Shuffle Board, Video Games.
Some Meals Provided
Happy Hours
Happy hours are hosted twice monthly and include alcoholic and non-alcoholic options.
Parking
Parking is available at Zayo offices.
Recreational Clubs
Love sports? So do we! We offer a variety of options to get involved with your co-workers outside of the office.
Fitness Subsidies
We strongly believe that there is nothing more important than the health and well-being of our employees and families. To promote health and fitness, Zayo has partnered with GymPass.
Professional Development Benefits
Job Training & Conferences
Acme Co. offers employees professional development opportunities like Annual individual budget for training, Onsite training courses, The ability to attend job related conferences and seminars.
Tuition Reimbursement
The tuition reimbursement program provides an opportunity for Zayo employees to further their education and to apply to be reimbursed for eligible education expenses.
Diversity Program
Lunch and learns
Zayo is committed to providing opportunities for employees to expand and grow their knowledge base through lunch and learn sessions.
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
Time allotted for learning
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