Technical Support Technician(Cloud)

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