Description

What You Will Be Doing

Investigate, analyze, and resolve customer-reported technical issues, incidents, and service requests within established SLAs
Communicate regularly with customers throughout the lifecycle of an issue, ensuring timely updates and clear expectations
Recommend and implement solutions in accordance with standard operating procedures and customer-specific system designs
Test approved solutions, scripts, and fixes while coordinating activities with internal teams and stakeholders
Create and maintain technical documentation related to services, processes, and customer environments
Coordinate with customers to implement solutions and activities that require execution at customer sites or within customer-managed environments
Prepare and provide detailed execution instructions for customers and end users when required
Escalate issues related to non-supported software or technologies to the appropriate teams
Deliver end-user training and guidance as needed
Produce reports and supporting documentation in accordance with established guidelines
Maintain detailed audit trails and documentation of troubleshooting steps, testing activities, and issue resolution within ticketing systems
Collaborate with internal and external subject matter experts to resolve complex technical issues
Support a variety of managed cloud services, including hosting, system management, server and database backups, database administration, application maintenance, user provisioning, printer management, capacity management, availability management, and disaster recovery

What You Will Need to Succeed

Strong technical aptitude and understanding of modern IT infrastructure, cloud technologies, and enterprise applications
Experience working with Microsoft Azure, Amazon Web Services (AWS), Google Cloud Platform (GCP), or similar cloud platforms is highly desirable
Knowledge of Microsoft Windows Server and Active Directory administration
Familiarity with Microsoft SQL Server and database administration concepts
Experience with virtualization technologies such as VMware and Hyper-V
Exposure to Kubernetes, containerized environments, and automation technologies is a plus
Experience creating or maintaining PowerShell scripts and other automation tools is preferred
Excellent verbal and written communication skills
Fluent English, both spoken and written
Strong analytical, troubleshooting, and problem-solving skills with the ability to investigate complex technical issues
Ability to learn quickly and adapt to changing technologies and customer environments
Strong organizational skills with the ability to manage multiple priorities simultaneously
Proactive mindset with a strong focus on customer service and issue resolution
Reliable, detail-oriented, and able to work effectively in a collaborative team environment
Enthusiasm for continuous learning and professional development
Previous consulting, technical support, managed services, cloud operations, or systems administration experience preferred

Qualifications

2+ years of experience in technical support, cloud operations, systems administration, infrastructure support, or a related field preferred
Experience supporting enterprise applications, cloud-hosted environments, or managed services environments is a plus
Relevant technical certifications are desirable but not required
Equivalent combination of education, training, and experience will be considered

Key Skills

Education

Any Graduate