Operations Maintenance and Support Specialist

Key Responsibilities

• Serve as first point of contact for end-user technical support requests related to cloud services, hosted applications, and VDI functionality, providing responsive customer service and executing deep troubleshooting
• Create, update, and maintain technical support tickets in Jira with accurate documentation, proper categorization, and tracking of resolution times to maintain SLA compliance
• Escalate complex issues to Tier 2/3 support teams, SREs, and Platform Engineers with comprehensive documentation, coordinating with Development, DevOps, and Architecture teams for resolution
• Manage VDI technologies including troubleshooting and repairing User Virtual Machines (UVMs), building and deploying base images for supported operating systems, and patching running UVMs
• Build, package, deploy, and manage Salt States to install applications in virtual machines, operating the Salt Master for application deployment across the VDI environment
• Maintain and update knowledge base articles, contribute to support procedures and troubleshooting guides, and participate in continuous service improvement initiatives
• Work with cloud providers for Tier 1 and Tier 2 support issues, escalating Tier 3+ issues appropriately

Qualifications

• Education: Bachelor's degree in Computer Science, Information Technology, or related technical field
• Experience: Minimum 3 years of professional experience in help desk, technical support, operations, or IT customer service roles
• VDI Experience: Hands-on experience with Virtual Desktop Infrastructure (VDI) technologies; Azure Virtual Desktop experience preferred
• Configuration Management: Experience with configuration management tools such as Salt, Ansible, Chef, or Puppet
• Ticketing Systems: Proficiency with Jira or similar ticketing and incident management systems
• Cloud Platforms: Working knowledge of Azure cloud services; experience supporting cloud-based applications
• Operating Systems: Strong troubleshooting skills in Windows and Linux environments
• Virtual Machines: Experience building, deploying, and maintaining virtual machine images and environments
• Customer Service: Proven track record of providing excellent customer service and technical support
• Documentation: Strong written communication skills for creating clear technical documentation and knowledge base articles
• Problem-Solving: Excellent troubleshooting and analytical skills with ability to resolve issues efficiently
• Communication: Strong verbal and written communication skills for interacting with end-users and technical teams