Technical Support

Description

The Support System Admin is an IT professional who maintains and optimizes cloud computing systems. They are responsible for the entire life cycle of a company's cloud infrastructure and management of Cloud resources/assets, from strategy to implementation. The ideal candidate must be apt to lend technical assistance for cloud resources and infra to 500+ in-person and remote users quickly and gracefully. The candidate should also be generally excited about all things technology, exhibit outside-the-box thinking, and have an approachable attitude and personality. 

Responsibilities  

• Implement, administer, and support cloud infrastructure solutions, including virtual machines, cloud services, SSL certificates (single-domain, multi-domain, and wildcard), and endpoint management solutions.
• Design, implement, and manage Virtual Network Manager configurations and virtual network architectures.
• Demonstrate strong expertise in Cloud-Native Application Protection Platforms (CNAPP), providing comprehensive visibility into security threats, effective vulnerability management, and strategic risk prioritization across cloud environments.
• Manage Data Loss Prevention (DLP) policies, data security controls, and endpoint security solutions.
• Deliver prompt, professional remote support in a fast-paced operational environment.
• Respond efficiently to support requests and manage incidents and service requests using the Help Desk ticketing system (Jira Service Manager).
• Collaborate closely with internal Application Development teams to implement consistent Development and Production environments, leveraging DevOps best practices.
• Proactively identify recurring issues, perform root cause analysis, and plan and execute corrective actions to prevent future occurrences.
• Contribute to the creation, maintenance, and expansion of internal IT knowledge base documentation.
• Work collaboratively with team leads to develop and maintain project plans, ensuring alignment with infrastructure team objectives.
• Plan and schedule work effectively to optimize productivity while minimizing operational stress.
• Demonstrate excellent time management skills, ensuring tasks are completed on time without compromising quality.
• Provide technical leadership and guidance to team members and junior staff.
• Foster a team-focused mindset with a strong commitment to collective achievements.
• Mentor and train junior support staff to enhance team capability and performance.
• Provide support coverage during non-business hours, as required and agreed upon with management, to ensure timely issue resolution.

Minimum Requirements  

• 5+ years’ experience working with Cloud technologies (Microsoft) required 
• Prior IT help desk or similar cloud support experience is required
• Practical experience implementing and operating CNAAPP capabilities
• Hands-on knowledge of Networking (VPN, firewalls, switching, load balancers, Gateways, DNS, IP, CDN) 
• Hands-on knowledge of network security and compliance is preferred (encryption, security audit) 
• Experience supporting both Windows and Mac software environments 
• Exceptional documentation skills and attention to detail for documentation (design documentation, processes/procedures, environment diagrams, etc.) are desired
• Experience with Active Directory / Office365 / Azure AD /Entra management required
• Ability to troubleshoot and resolve issues related to Azure environments is required
• Experience with virtualization solutions including Microsoft Hyper-V or VMware vSphere/vCenter
• Desire to learn about other cloud environments (AWS, GCP, OCS)
• Exceptional verbal and written communication skills are required

Education  

• A Master’s or Bachelor’s degree in Computer Science, or an equivalent qualification, is highly desirable. 
• Technical desired certification (eg- O365 Expert, Network+, MCSA, GISF) recommended

Additional Skills   

• Experience automating common administration tasks with PowerShell 
• Experience with Microsoft E3/E5 capabilities
• Experience with Azure DevOps
• Knowledge of ITIL service management principles