Cloud Support Technician, Talent Pipeline (Remote US)

Our Service Operations team is looking for a dedicated and skilled Cloud Support Technician to play a key role in ensuring the smooth operation of our clients' cloud environments. You will be instrumental in providing technical support, troubleshooting issues, and delivering exceptional customer service, all while gaining valuable experience in the rapidly evolving world of cloud computing and Azure.

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

Requirements

Basic understanding of operating systems (Windows and Linux); Familiarity with virtual servers and networking concepts; A strong desire to learn and master Azure cloud technologies; Ability to analyze and resolve technical issues effectively; A passion for problem-solving and learning new technologies; Ability to work in a fast-paced, rapidly changing environment; Excellent verbal and written communication skills; Ability to explain technical concepts to non-technical audiences; Strong customer service orientation; Ability to work collaboratively with team members and clients; Previous experience in a help desk/service desk support or systems administration role; Experience reviewing technical logs and triaging telemetry alerts; Currently possess Public Trust Clearance OR willing to obtain it within first 90 days of employment

Nice to have

Experience supporting virtual servers and troubleshooting network issues; Experience in a 24x7 managed services, hosted service company, or Network Operations Center environment

Benefits

Competitive salary; 401(k) plan with 100% company match on contributions up to 4% of salary; Performance-based compensation with bonus potential; 100% employer-paid health, vision, and dental insurance for employees; Company-paid life, AD&D, short- and long-term disability insurance; Three weeks of paid time off; 11 paid holidays; Community service leave; Employee recognition and reward program