{"id":1471927,"url":"https://alion.io/job/atmosera-cloud-desktop-support-technician-3rd-shift-remote-latam","title":"Cloud Desktop Support Technician, 3rd Shift (Remote 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You'll Do\nTechnical Support & Escalations\nServe as an escalation point for Cloud Technicians on complex Azure and hybrid cloud issues.\n\nMonitor, analyze, and resolve incidents across Azure and vSphere platforms.\n\nInstall, configure, and administer customer resources in Azure.\n\nManage escalated alerts, configuration issues, and undocumented troubleshooting scenarios.\n\nPerform patch remediation, including troubleshooting and manual updates.\n\nManage network platforms, firewalls, VPNs, and implement policy-based routing and load balancing (Palo Alto and Azure Networking resources).\n\nAddress configuration issues within our event management tooling, and alerts without documented troubleshooting.\n\nBuild and maintain your expertise in Atmosera's monitoring infrastructure to diagnose problems impacting Windows servers, Unix/Linux servers, network equipment, and applications.\n\nContinuous Improvement & Automation\nAnalyze system logs, telemetry, and metrics to identify trends and prevent recurring issues.\n\nReview ticket queues for trends and partner with leadership to reduce repeat incidents.\n\nDrive automation and efficiency improvements using PowerShell, CLI, Bicep/ARM templates.\n\nContribute to process optimization and promote operational best practices.\n\nRegularly assess ticket priorities, escalation needs, and client updates.\n\nLeadership & Mentorship\nMentor and support Level 1 and Cloud Technicians, contributing to knowledge base documentation.\n\nCollaborate with cross-functional teams and Tier-2/3 resources to solve issues and implement projects.\n\nLead by example in managing P1 client bridges and ensuring smooth communication.\n\nCustomer Experience & Communication\nCommunicate technical issues and resolutions to clients in clear, business-focused language.\n\nProvide regular ticket updates in alignment with SLOs and client expectations.\n\nPartner with clients to ensure high levels of satisfaction and trust.\n\nThe Skills You'll Need\n3+ 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