1. The position requires working onsite at our Denver Headquarter Location
2. The position is an overnight 3rd shift. Four days on then three days off.

The Company:

Faction is a Denver-based leading managed services provider for VMware Cloud on AWS, including disaster recovery and production deployments, and a provider of attached storage to VMware Cloud on AWS. Faction helps customers migrate to multi-cloud, powered by patented technology that provides low latency, high throughput connections to all the major clouds, including AWS, Azure and Google Cloud Platform. Faction’s private and multi-cloud platforms give clients the ability to move, access, scale and protect data between clouds, without the fear of cloud lock-in. Faction is recognized as an Advanced AWS Consulting Partner and VMware Premier Cloud Provider.

Position Description:

Faction is looking for an extremely talented “natural nerd” – a hardworking, inquisitive, cloud support sleuth with a passion to solve problems and help customers. Are you a gamer? Love sci-fi? Passionate about all things tech? If so, you could be the perfect candidate for Faction!

Our support center agent assists customer restoring systems and are focused on helping the customer do their job. Attention to detail and patterns are a key component to assisting our customers and fellow Faction employees.

The ideal candidate must be able to work independently and intelligently, function well in a team environment, and display excellent communication skills.

Principal Activities:

      Fulfill customer service requests, changes and deliver world-class customer service

      Classify, troubleshoot and remedy reported service issues

      Review and act upon monitoring events and performance trends

      Execute operational processes and provide feedback on enhancements


Required Qualifications:

      Linux or Windows systems experience

      Understanding of data network concepts

      Self-starter with a clear history of excellent communication and time management skills

      World-class customer service skills

      Methodical troubleshooting skills

      High School Diploma


Preferred Qualifications:

      Bachelor of Science from an accredited university

      One to two years’ experience in a support role, preferably at an IT service provider

      Hands on experience supporting VMware products

      Experience using monitoring and ticketing tool sets


Training and Certification Access:

Additionally Faction offers you the opportunity to achieve numerous certification as you grow professionally. These certifications insure both you and Faction are poised for success in the future. We offer the option to become certified in the following, but not limited to, areas:

      VMware Certified Associate (VCA-DT)

      VMware Certified Professional (VCP-DT)

      AWS Certified SysOps Administrator - Associate

      AWS Certified Cloud Practitioner - Foundational

      AWS Certified DevOps Engineer - Professional

      AWS Certified Solutions Architect - Associate / Professional

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