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Vancouver, British Columbia, Canada
Remote only
This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for an IT Cloud Support Consultant based in Canada .
This is an opportunity to join a cloud support team delivering critical infrastructure services to clients across diverse technology environments. You will provide Tier 2 support, managing incidents and escalations across AWS, Windows, and Linux systems. Working in a fast-paced, high-volume service desk, you will play an important role in maintaining system reliability and helping clients resolve operational challenges. The position combines hands-on cloud administration, advanced troubleshooting, automation, and continuous service improvement. Success requires sound technical judgement, ownership, and the ability to prioritize competing demands while meeting service-level agreements. This is a full-time, permanent remote position requiring Pacific Time working hours; candidates in Mountain Time may also be considered if they can align with the schedule.
Manage client incidents from initial investigation through resolution, including complex escalations across Windows and Linux server environments.
Administer end-user accounts, access permissions, and security profiles across more than 100 servers.
Configure, deploy, monitor, and maintain AWS cloud environments, using tools such as Amazon CloudWatch and CloudTrail to support performance optimization and proactive monitoring.
Perform advanced troubleshooting and system recovery in AWS environments, including Windows Server and SUSE Linux systems.
Conduct root cause analyses (RCA) and implement corrective and preventive actions to reduce recurring issues.
Develop, maintain, and improve automation scripts using PowerShell, Bash, or other relevant scripting languages to streamline operations and reduce costs.
Configure and support web and application services, including IIS, Apache, and Nginx, as well as file and print services.
Coordinate routine server maintenance and backup activities, ensuring infrastructure reliability and assisting clients with data and system restoration when needed.
Support network infrastructure and related technologies, including routers and firewalls.
Maintain accurate internal documentation covering support procedures, troubleshooting practices, and operational standards.
Manage a high volume of tickets, requests, and escalations while balancing urgent customer-impacting incidents with routine support activities.
Communicate clearly with technical and non-technical stakeholders, maintaining service quality and meeting defined SLAs.
At least 5 years of hands-on experience working with AWS cloud environments, including infrastructure support and advanced troubleshooting.
At least 5 years of experience supporting network infrastructure, including routers, firewalls, and related networking technologies.
Bachelor’s degree or equivalent combination of education and experience, with at least 5 years in a client-facing technical support role.
Proven experience supporting Windows and Linux systems in mission-critical environments.
Strong knowledge of server administration, infrastructure management, and security protocols.
Practical experience configuring and troubleshooting routers, firewalls, and network components.
Scripting experience with one or more of the following: Python, Bash, Ruby, or PowerShell.
Experience supporting servers in AWS or another cloud environment.
Familiarity with IT service management best practices, such as the ITIL framework.
Knowledge of and experience supporting ERP solutions.
Strong analytical and problem-solving skills, with the ability to independently investigate complex technical issues, take ownership, and make sound decisions with limited direction.
Excellent organizational and time-management skills, including the ability to handle high ticket volumes and changing priorities.
Clear, professional communication skills and the ability to remain calm, focused, and effective under pressure.
Exposure to SAP Business One is an asset.
Experience using Smartsheet or similar project and task management tools is an advantage.
Familiarity with the Zendesk ticketing system is beneficial.
Ability to work Pacific Time hours. Candidates based in Mountain Time must be able to align with the required schedule.
Full-time, permanent employment.
Remote work arrangement within Canada, specifically the West Region (British Columbia or Alberta).
Opportunity to work with AWS cloud infrastructure, SAP cloud services, and diverse enterprise technology environments.
Collaboration with an experienced global team supporting more than 1,500 mid-market and enterprise customers.
Exposure to complex client infrastructure challenges and opportunities to contribute to meaningful operational improvements.
A collaborative, people-focused working environment that encourages knowledge sharing and professional growth.
Competitive total rewards program, with further details not specified in the original posting.
