Appspace is hiring a
Platform Support Technician

Summary

Join the Appspace team as a Platform Support Technician and be part of a culture that's helping people everywhere love where they work. This role involves providing initial assessment, triage, and resolution of Cloud-related incidents and service requests, monitoring system alerts, contributing to knowledge base documentation, and maintaining a high level of customer service.

Requirements

• High school diploma or equivalent
• 1-3 years of experience in IT support or a related field
• Basic understanding of Cloud computing concepts
• Experience with ticketing systems and IT service management principles (ITIL a plus)
• Strong problem-solving and analytical skills

Responsibilities

• Provides initial assessment, triage, and resolution of Cloud-related incidents and service requests
• Accurately diagnoses and troubleshoots incoming issues, escalating to senior team members or engineering when necessary
• Guides users through problem-solving steps and provides timely updates on incident status
• Documents all incidents and resolutions in the ticketing system
• Fulfills service requests related to software, hardware, and workplace equipment following established procedures
• Processes approved user and access management requests according to company policies
• Responds to technical inquiries and provides basic Cloud support to users
• Implements technical change requests and follows best practices as directed by senior team members
• Actively participates in team discussions to identify areas for improvement in workplace processes
• Stays informed about IT/SysAdmin best practices and industry trends
• Proactively identifies and communicates potential issues or ambiguities in operational procedures
• Continuously develops technical skills and knowledge through self-learning, peer collaboration, and formal training
• Effectively utilizes documentation and resources to troubleshoot and resolve issues
• Seeks feedback and mentorship from senior team members to enhance performance
• Maintains a positive and professional attitude when interacting with users
• Provides timely and accurate communication regarding issue status and resolution
• Strives to exceed customer expectations and deliver excellent service
• Monitors system alerts and notifications for potential issues
• Performs basic troubleshooting and escalates as needed
• Contributes to the creation and maintenance of knowledge base articles and documentation

Benefits

• Competitive salaries
• Medical, dental and vision coverage
• Disability coverage
• Employer paid life insurance
• Mental health resources
• 401(k) plan
• Fully paid parental leave program
• Generous PTO
• Flexible work schedules
• Remote work opportunities
• Paid company holidays
• Appspace Quiet Fridays (No non-essential internal meetings scheduled)