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

The company 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), the company expertly delivers cutting-edge, integrated solutions that deliver business value.

What You'll Do

Technical Support & Escalations

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Serve as an escalation point for Cloud Technicians on complex Azure and hybrid cloud issues.

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Monitor, analyze, and resolve incidents across Azure and vSphere platforms.

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Install, configure, and administer customer resources in Azure.

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Manage escalated alerts, configuration issues, and undocumented troubleshooting scenarios.

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Perform patch remediation, including troubleshooting and manual updates.

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Manage network platforms, firewalls, VPNs, and implement policy-based routing and load balancing (Palo Alto and Azure Networking resources).

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Address configuration issues within our event management tooling, and alerts without documented troubleshooting.

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Build and maintain your expertise in the company's monitoring infrastructure to diagnose problems impacting Windows servers, Unix/Linux servers, network equipment, and applications.

Continuous Improvement & Automation

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Analyze system logs, telemetry, and metrics to identify trends and prevent recurring issues.

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Review ticket queues for trends and partner with leadership to reduce repeat incidents.

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Drive automation and efficiency improvements using PowerShell, CLI, Bicep/ARM templates.

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Contribute to process optimization and promote operational best practices.

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Regularly assess ticket priorities, escalation needs, and client updates.

Leadership & Mentorship

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Mentor and support Level 1 and Cloud Technicians, contributing to knowledge base documentation.

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Collaborate with cross-functional teams and Tier-2/3 resources to solve issues and implement projects.

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Lead by example in managing P1 client bridges and ensuring smooth communication.

Customer Experience & Communication

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Communicate technical issues and resolutions to clients in clear, business-focused language.

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Provide regular ticket updates in alignment with SLOs and client expectations.

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Partner with clients to ensure high levels of satisfaction and trust.

The Skills You'll Need

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3+ years of system administration or cloud support experience (Windows/Linux, mixed environments strongly preferred).

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2+ years networking and security experience (firewalls, VPNs, load balancing, policy-based routing).

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Proven Azure cloud administration experience; MSP background strongly preferred.

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Proficiency in automation (PowerShell, CLI, ARM templates, or Bicep).

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Strong troubleshooting skills, including interpreting logs, event viewer entries, and telemetry.

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Prior experience in 24x7 managed services, hosted environments, or NOC operations.

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Excellent communication skills and ability to work directly with clients.

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Ability to work in a fast-paced and rapidly changing environment.

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Must be able to pass a government background check.

Preferred Experience

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Previous experience working with an Azure Expert MSP.

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Familiarity with CI/CD practices.

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Experience with Palo Alto or Azure firewalls.

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Experience working with Linux systems (Ubuntu, RHEL)

Preferred Certifications

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

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AZ-104 Microsoft Azure Administrator certification.

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AZ-700 Azure Network Engineer Associate certification.

This is a contractor position with the ability to work from home but may require travel to a client site.

The company is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. All employment is decided on the basis of qualifications, merit, and business need.