Job Description

Job Purpose
The Managed Services Associate is responsible for providing first-level technical support to our clients, ensuring the efficient and effective resolution of issues and requests related to their cloud environments.

Code of Conduct
At Bespin, we are committed to excellence in all that we do, continually seeking opportunities for improvement and innovation. We prioritize fostering a positive and collaborative atmosphere where teamwork thrives, and we expect all our employees to embrace this commitment as well.
Key Expectations:

• Embrace a dedication to excellence and actively seek opportunities for improvement and innovation.
• Contribute to a positive and collaborative environment that encourages effective teamwork and support.
• Collaborate with colleagues to adapt and achieve shared goals, driving success together.
• Serve as a role model for peers by embodying the Bespin Motto and upholding the behaviours and ethics that define our organization.
• Help create a vibrant and inspiring workplace for all employees.

Additional Responsibilities
Operations Excellence

• Provide first-level support for our clients within the SLA, including troubleshooting and resolving issues related to cloud services such as computer, storage, databases, networking, and security.
• Monitor system performance and health and respond to system alerts and events.
• Assist in the deployment and configuration of cloud infrastructure under the guidance of MS Engineers.
• Help in developing automation scripts and tools under supervision to manage and monitor cloud services.
• Assist with routine audits of systems for the purpose of preventative maintenance and compliance.
• Collaborate with other teams to ensure that incidents and requests are resolved in a timely manner.
• Gather accurate and complete relevant information and record in ticketing system and maintain ownership of tickets and follow-up until closure.

Threat Response

• Escalate complex issues to Tier 2 and Tier 3 engineers as needed.
• Participate in the creation and updating of documentation, such as standard operating procedures, system diagrams, and issue logs.
• Document and update all reported incidents and service requests in ITSM tool.
• Ensure the managed services operations comply with relevant standards, policies, and regulations.

Compliance

• Comply with the company's Information Security Management System (ISMS) and ISO 27001 requirements, and actively participate in regular training and audits to ensure continuous alignment with the standard

Job Specification
Education

• Bachelor's degree in computer science, IT, Electrical Engineering or any related field

Working Experience

• 1-2 years of experience working on Cloud Platform is a MUST

Professional Certifications

• Public clouds: AWS, Azure or GCP
• Microsoft Certified: Azure Fundamentals
• AWS Certified: Cloud Practitioner
• GCP Certified: Cloud Digital Leader

Knowledge

• Operating Systems: Linux or Unix/ Windows
• Scripting Languages: C#, Java, JavaScript, Perl, PHP, PowerShell, Python, Ruby, SQL
• Infrastructure: Understand interpreting system and application logs; cloud and network security
• Security: Ability to identify attack activities such as man in the middle, sniffing, DoS, DDoS, etc.

Skills Required