Cloud Desktop Support Technician, 3rd Shift (Remote LATAM)

Job description

Atmosera empowers businesses to redefine what's possible with modern technology and human expertise. Our exceptional experience across Applications, Data & AI, DevOps, Security, and the Microsoft Azure platform enables organizations to accelerate innovation, enhance security, and optimize operational agility. As a Microsoft Partner with seven specializations, GitHub AI Partner of the Year, a member of the GitHub Advisory Board, and a member of the prestigious Microsoft Intelligent Security Association (MISA), Atmosera expertly delivers cutting-edge, integrated solutions that deliver business value. ### What You'll Do **Technical Support & Escalations** - Serve as an escalation point for Cloud Technicians on complex Azure and hybrid cloud issues. - Monitor, analyze, and resolve incidents across Azure and vSphere platforms. - Install, configure, and administer customer resources in Azure. - Manage escalated alerts, configuration issues, and undocumented troubleshooting scenarios. - Perform patch remediation, including troubleshooting and manual updates. - Manage network platforms, firewalls, VPNs, and implement policy-based routing and load balancing (Palo Alto and Azure Networking resources). - Address configuration issues within our event management tooling, and alerts without documented troubleshooting. - Build and maintain your expertise in Atmosera's monitoring infrastructure to diagnose problems impacting Windows servers, Unix/Linux servers, network equipment, and applications. **Continuous Improvement & Automation** - Analyze system logs, telemetry, and metrics to identify trends and prevent recurring issues. - Review ticket queues for trends and partner with leadership to reduce repeat incidents. - Drive automation and efficiency improvements using PowerShell, CLI, Bicep/ARM templates. - Contribute to process optimization and promote operational best practices. - Regularly assess ticket priorities, escalation needs, and client updates. **Leadership & Mentorship** - Mentor and support Level 1 and Cloud Technicians, contributing to knowledge base documentation. - Collaborate with cross-functional teams and Tier-2/3 resources to solve issues and implement projects. - Lead by example in managing P1 client bridges and ensuring smooth communication. **Customer Experience & Communication** - Communicate technical issues and resolutions to clients in clear, business-focused language. - Provide regular ticket updates in alignment with SLOs and client expectations. - Partner with clients to ensure high levels of satisfaction and trust. ### The Skills You'll Need - 3+ years of system administration or cloud support experience (Windows/Linux, mixed environments strongly preferred). - 2+ years networking and security experience (firewalls, VPNs, load balancing, policy-based routing). - Proven Azure cloud administration experience; MSP background strongly preferred. - Proficiency in automation (PowerShell, CLI, ARM templates, or Bicep). - Strong troubleshooting skills, including interpreting logs, event viewer entries, and telemetry. - Prior experience in 24x7 managed services, hosted environments, or NOC operations. - Excellent communication skills and ability to work directly with clients. - Ability to work in a fast-paced and rapidly changing environment. - Must be able to pass a government background check. ### Preferred Experience - Previous experience working with an Azure Expert MSP. - Familiarity with CI/CD practices. - Experience with Palo Alto or Azure firewalls. - Experience working with Linux systems (Ubuntu, RHEL) ### Preferred Certifications