Cloud Support Technician

Summary

Join Atmosera's Service Operations team as a Cloud Support Technician and play a key role in ensuring the smooth operation of our clients' cloud environments. You will provide technical support, troubleshoot issues, and deliver exceptional customer service while gaining valuable experience in cloud computing and Azure. Monitor and resolve incidents, triage alerts, install and configure systems, and troubleshoot virtual servers and networks. Effectively communicate technical issues and solutions to clients. This role requires a basic understanding of operating systems, familiarity with virtual servers and networking, and strong problem-solving and communication skills. Previous help desk/service desk experience is required. Atmosera offers a competitive salary and benefits package, including 100% employer-paid health insurance, a generous 401(k) plan, paid time off, and more. This is a full-time position with the option to work remotely or from a US office.

Requirements

• Possess a basic understanding of operating systems (Windows and Linux)
• Have familiarity with virtual servers and networking concepts
• Demonstrate a strong desire to learn and master Azure cloud technologies
• Have the ability to analyze and resolve technical issues effectively
• Possess a passion for problem-solving and learning new technologies
• Have the ability to work in a fast-paced, rapidly changing environment
• Possess excellent verbal and written communication skills
• Have the ability to explain technical concepts to non-technical audiences
• Demonstrate a strong customer service orientation
• Have the ability to work collaboratively with team members and clients
• Have previous experience in a help desk/service desk support or systems administration role

Responsibilities

• Monitor, analyze, and resolve incidents for customer infrastructure running in Azure
• Triage, action on and disposition telemetry alerts as they come in
• Install, configure, and administer customer systems in Azure
• Troubleshoot and resolve technical issues related to virtual servers and networks
• Escalate complex cases to Tier-2 and Tier-3 support as needed
• Perform regular reviews of systems, processes, and procedures
• Document systems, processes, and procedures to maintain knowledge base
• Promote best practices to enhance and improve organizational processes
• Communicate technical issues and solutions to clients in clear, business-friendly terms
• Interact with customers to identify IT problems and troubleshoot them efficiently
• Provide regular updates to clients via email, ticketing system, and phone calls
• Communicate ticket status information to all team members

Preferred Qualifications

• Have experience supporting virtual servers and troubleshooting network issues
• Have experience in a 24x7 managed services, hosted service company, or Network Operations Center environment
• Have experience reviewing technical logs and triaging telemetry alerts

Benefits

• Competitive Salary: We offer competitive salaries commensurate with experience and skills
• Generous 401(k) Plan: Secure your financial future with our generous 401(k) plan, featuring a 100% company match on your contributions up to 4% of your salary!
• Performance-Based Compensation: Your hard work and dedication will be recognized and rewarded through our performance-based compensation program, which includes bonus potential in addition to your base salary
• 100% Employer-Paid Health, Vision, and Dental Insurance for employees: Say goodbye to expensive premiums! We cover 100% of the cost of your health, vision, and dental insurance premiums, saving you potentially thousands of dollars each year
• Company-Paid Life, AD&D, Short and Long-Term Disability Insurance: We provide company-paid life, accidental death & dismemberment, and short- and long-term disability insurance to protect you and your family
• Generous Paid Time Off (PTO): Enjoy a healthy work-life balance with three weeks of paid time off, allowing you to relax, recharge, and pursue your personal interests
• 11 Paid Holidays: We observe 11 paid holidays throughout the year, giving you additional time to spend with family and friends
• Community Service Leave: We believe in giving back to the community and offer paid time off for you to volunteer with organizations that are meaningful to you
• Employee Recognition and Reward Program: We celebrate and reward outstanding performance and contributions through our employee recognition program
• This is a full-time position in the United States with the ability to work from home, or from one of our many US offices if local