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Cloud Infrastructure Support Engineer


Lowell - Massachusetts - USA



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The responsibilities of the Cloud Infrastructure Engineer include maintaining, administering and troubleshooting all Kronos Cloud and Hosted environments through timely incident and request response, acknowledgement, triage and escalation. Functionally, the duties of a Hosted Systems Engineer include Windows administration, technical troubleshooting, major incident communication and staging and deployment of releases. The ideal candidate will have experience with system administration on large virtualized platforms, supporting IT service management (ITIL), providing 24x7 production technical support and delivering extraordinary customer service. This position will collaborate within the organization to design, develop, and deploy efficient solutions for the Kronos' Cloud & Hosted environment. This role will track performance and ensure stability to meet service level agreements.

Responsibilities Regular Tasks (but not limited to):
• Manage Operations Level 2 Support Queue for entire shift.
• Execute Level 2 triage as per knowledge base articles and standard operating procedures
• Escalate the issues to Lead engineers or other functional groups as required
• Close tickets with proper documentation and work logs with customer acceptance
• Create knowledge base articles to document solutions to technical challenges
• Send communication to executive stakeholders and customers
• Propose and/or execute change requests after identifying issue from Root Cause Analysis
• Review and deploy assigned change requests
• Manage tickets within service level agreement by escalating tickets in a timely fashion that are out of scope or capacity
• Lead shift handover call
• Manage SFTP requests and troubleshoot SFTP issues
• Complete review of new customer environment builds


• BS/BA degree in Computer Science or related discipline or equivalent experience and a minimum of 2 years of related work experience
• 2 years of experience within a Services Hosting, SaaS, or Cloud environment is required
• Experience with business to business VPN setup and support, Citrix administration and SFTP administration strongly desired
• Intermediate knowledge of Windows administration, networking concepts/protocols, client server architecture, Linux administration, virtualization concepts
• Demonstrated clear and professional written and verbal communication skills (including experience creating process and procedural documentation)
• Basic knowledge of Service Organization Controls (SOC) and ITIL Service Management
• Solid understanding of Cloud – Cloud Characteristics, Service models and Deployment models
• Experience with Infrastructure (Network, Servers, Storage, Backups) including problem solving and troubleshooting
• Ability to identify and analyze Infrastructure, network and operational issues and then assist with corrective / preventative action plans
• Strong interpersonal and communication skills and comfortable in global working environment…team player a must


Corporate overview

You’re empowered when you’re a Kronite. 

Want to be part of an elite group of highly skilled professionals? We think our employees are a special group of talented, energetic, and innovative people. And for that reason, we refer to ourselves as Kronites. Kronites care about more than just work. We recognize the need to maintain a healthy work-life balance – to live inspired. In fact, it’s expected! You’ll soon learn that we take work and fun seriously. No matter what position you hold at Kronos, you’re a Kronite. And we want you to feel like you have the power to make a difference in your life and the lives of others, at work and beyond. Want to learn more about our culture? Follow us on Twitter @work4kronos. #MyWorkInspired

Kronos is a global provider of workforce management and human capital management cloud solutions. Kronos’ industry-specific workforce applications are purpose built for businesses, healthcare providers, educational institutions and government agencies of all sizes. Tens of thousands of organizations – including half of the Fortune 1000® - and more than 40 million people in over 100 countries use Kronos every day. 

EEO Statement

Kronos is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.