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

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

• AZ-900, AI-900, DP-900, AI-900, SC-900, MS-900 Microsoft Fundamental level certifications. 

• AZ-104 Microsoft Azure Administrator certification. 

• AZ-700 Azure Network Engineer Associate certification.