Technical Support

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 companys 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 Masters or Bachelors 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