Cloud Desktop Support Technician, 3rd Shift (Remote LATAM) in Latham, New York at Atmosera

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.

• 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.