About Us: Atmosera is full lifecycle cloud technology transformation firm, offering application and data professional services, security & compliance management, Azure operations, and technology training. Our expertise across applications, data, and the Microsoft Azure platform allows us to accelerate innovation speed, increase operational agility, and vastly improve the return on investment in modern technology and human expertise. Job Description: We are looking for a Cloud Support Technician to join our managed services team. The role is customer facing environment, working closely with business and technical influencers, Information Technology professionals, and Atmosera partners. If you have previous experience as a help desk/service desk support or systems administrator and you are passionate about problem solving and learning new technologies, then we want to give you the ability to help grow one of our fastest growing practice areas. As a Cloud Support Technician, you will be a critical part of our core team that is an essential to the success of our Azure Managed Services division This is a 4x10 Shift role for the Day Time Shift: 8 am to 7 pm PST 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. - Azure Certification Expectations: Within the 3-6 months we would expect you get the AZ-104 – Microsoft Azure Administrator. Within the first 12 months we would expect you to the additional associate level certificate - Escalate tickets to appropriate staff as necessary to ensure tickets are closed in a timely fashion. - Follow up on issues via e-mail, ticketing system, and phone calls with our clients. - Promote best practices to enhance and improve organizational processes. - Have a passion for problem solving and learning new technologies Qualifications and Experience - 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. Preferred Experience: - 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. Additional Information Perks & 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 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. Atmosera is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. All employment is decided on the basis of qualifications, merit, and business need.
