Remote Cloud Support Technician

Summary

Join our managed services team as a Cloud Support Technician to help grow one of our fastest growing practice areas. As a critical part of our core team, you will be responsible for monitoring, analyzing, and resolving incidents for customers' infrastructure running in Azure and private cloud virtualization platforms.

Requirements

• A desire to help clients succeed in the cloud is required
• Ability to work in a fast paced, rapidly changing environment
• Ability to pass government Public Trust background check
• 2+ years of experience in a help desk support and troubleshooting role
• 1+ years of system administration and support experience (Linux and Windows operating systems; experience with mixed environments a plus)
• You exude around the clock enthusiasm for your field of expertise
• You are deep in a few areas but capable across a much wider range
• You can separate what must be done now and what can be improved later
• You help others, ask for input and share ideas all in the name of teamwork
• Strong communication and advocacy skills
• Ability to communicate technical issues and solutions with clients in business terms for highly technical and non-technical stakeholders

Responsibilities

• Monitor, analyze, and resolve incidents for customers infrastructure running in Azure and private cloud virtualization platforms (vSphere)
• Install, configure, and administer customer resources in Azure
• Networking & Security: Manage network platforms, firewalls, VPNs, and implement policy-based routing and load balancing (Palo Alto and Azure Networking resources.)
• Collaborate with Atmosera staff and customers: Identify, isolate, troubleshoot, and escalate technical issues across client environments with the assistance of Atmosera management and technical staff
• Handle P1 client bridge: Manage high-priority client concerns, allowing other technicians to focus on regular tasks
• Responsible for Infrastructure Expertise: Build and maintain your expertise in Atmosera's monitoring infrastructure to diagnose problems impacting Windows servers, Unix/Linux servers, network equipment, and applications
• Own and manage client tickets: Take full responsibility for resolving critical client issues
• Provide client updates: Communicate status and updates to clients regarding their support requests regularly in accordance with SLOs
• Interact with customers to identify IT problems and troubleshoot expediently
• Coordinate with internal/external resources, to include Tier-2 and Tier-3 support, to implement projects and solve IT issues
• Promote best practices to enhance and improve organizational processes

Benefits

• Health, vision, dental package including options for 100% paid employee coverage
• 401k with generous matching
• Company paid Life, AD&D, Short- and Long-Term Disability
• Performance-based compensation with bonus potential in addition to salary
• Employee Recognition and Reward Programs
• Community Service Leave