Cloud IT Support Consultant

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Cloud IT Support Consultant based in Canada.

This is a hands-on cloud infrastructure support role within a fast-paced, high-volume technical support environment.

You will provide Tier 2 support to clients, managing incidents and escalations across AWS, Windows, Linux, networking, and application environments.

The role combines advanced troubleshooting with proactive monitoring, system administration, automation, and root cause analysis.

You will work across multiple concurrent priorities, responding to urgent customer-impacting issues while maintaining service levels and operational quality.

Your expertise will directly support the reliability, security, and performance of critical client infrastructure.

The position offers the opportunity to work with modern cloud technologies while developing practical expertise across diverse enterprise environments.

This is a fully remote position for candidates in Western Canada, with working hours aligned to Pacific Time.

Accountabilities

• Manage client incidents end-to-end, from initial identification and triage through troubleshooting, resolution, escalation, and follow-up.

• Provide Tier 2 infrastructure support across AWS cloud environments and Windows and Linux server systems.

• Troubleshoot complex issues involving servers, networking, applications, security, and cloud infrastructure while working within defined SLAs.

• Administer end-user and security profiles across a large multi-server environment.

• Configure, deploy, maintain, and optimize AWS environments using services and tools such as CloudWatch and CloudTrail.

• Perform advanced troubleshooting, recovery, and system restoration activities across AWS, Windows Server, and SUSE Linux environments.

• Conduct root cause analyses and implement corrective and preventive actions to reduce recurring incidents and improve system reliability.

• Develop and maintain automation scripts using PowerShell, Bash, Python, Ruby, or similar scripting technologies to streamline operational processes.

• Configure and support web and application services, including IIS, Apache, Nginx, and file and print services.

• Support network infrastructure, including routers, firewalls, and related networking technologies.

• Coordinate server maintenance, backup programs, and customer restoration activities to maintain operational continuity.

• Create and maintain technical documentation, support procedures, troubleshooting guides, and operational best practices.

• Manage multiple concurrent tickets and priorities while maintaining clear communication and consistent service quality.

• Communicate effectively with both technical and non-technical stakeholders, particularly during urgent or customer-impacting incidents.

• Contribute to continuous improvement initiatives and apply recognized IT support best practices, including ITIL principles.

Requirements

• Minimum of 5 years of hands-on experience working with AWS cloud environments, with strong infrastructure support and troubleshooting capabilities.

• Minimum of 5 years of experience supporting network infrastructure, including routers, firewalls, and related technologies.

• At least 5 years of experience in a client-facing technical support role, or an equivalent combination of education and professional experience.

• Bachelor's degree or equivalent combination of education and relevant experience.

• Proven experience administering and supporting Windows and Linux systems in mission-critical environments.

• Strong knowledge of server administration, security protocols, and infrastructure troubleshooting.

• Experience configuring and supporting routers, firewalls, and network infrastructure.

• Practical scripting experience with PowerShell, Bash, Python, Ruby, or similar technologies.

• Experience supporting servers within AWS or another cloud environment.

• Familiarity with IT service management and support best practices, such as the ITIL framework.

• Knowledge or experience supporting ERP solutions.

• Strong analytical and problem-solving skills, with the ability to investigate complex technical issues independently.

• Highly self-motivated and capable of taking ownership of incidents with minimal direction.

• Excellent organizational and time-management skills, with the ability to manage high ticket volumes and competing priorities.

• Ability to remain calm, focused, and effective in a high-pressure, constantly changing environment.

• Strong written and verbal communication skills for working with both technical and non-technical stakeholders.

• Availability to work Pacific Time hours; candidates in Mountain Time may also be considered if they can align with the required schedule.

• Experience with SAP Business One is an asset.

• Experience with Smartsheet or similar project/task management platforms is an asset.

• Experience with Zendesk or comparable ticketing systems is an asset.

Benefits

• Fully remote position based in Western Canada.

• Full-time, permanent employment.

• Opportunity to work with AWS cloud infrastructure and diverse enterprise technology environments.

• Hands-on exposure to cloud ERP, managed services, networking, Windows, Linux, automation, and application technologies.

• Opportunity to support a broad client base and solve complex, customer-impacting technical challenges.

• Collaborative, knowledge-sharing environment with experienced technology professionals.

• Opportunities to develop expertise across cloud infrastructure, IT support, automation, and enterprise systems.

• People-focused culture emphasizing collaboration, professional growth, and continuous learning.

• Competitive total rewards package designed to support employee well-being, development, and long-term success.