Cloud Support Technician, Talent Pipeline (Remote US)

About the role

The Service Operations team at Atmosera is seeking a Cloud Support Technician to ensure the smooth operation of our clients' cloud environments. This role involves providing technical support, troubleshooting issues, and delivering exceptional customer service.

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.

Qualifications

• Previous experience in a help desk/service desk support or systems administration role.
• Experience supporting virtual servers and troubleshooting network issues is a plus.
• Experience in a 24x7 managed services, hosted service company, or Network Operations Center environment is a plus.
• Experience reviewing technical logs and triaging telemetry alerts.
• Currently possess Public Trust Clearance OR willing to obtain it within first 90 days of employment.