Role and Responsibilities:

· Work directly on customers on-premise and cloud environments to solve simple to complex issues in a managed services environment.

· Accept tickets from a technical ticket queue or dispatcher and help solve a customer’s issue. Place details of the solution set in tickets daily as to close tickets out based on SLA commitments.

· Work with technologies such as AWS, O365 / Exchange, Citrix, Veeam, and other customer technologies to maintain and meet uptime SLA metrics and the availability of the customer's environment.

· Daily, Weekly, and Monthly tasks for patching, vulnerability management, upgrades, and other contractual obligations

· Manage weekly patching of customer environments and work on customer deployments to production environments.

· Must have excellent customer service skills.

· Must have excellent documentation skills.

· Ability to become a leader and a technical subject matter expert on customer cloud and on-premise environments

· Help to automate common repetitive maintenance tasks

· This position has after-hours and on call rotation responsibilities

· 4+ years of hands-on experience in a specific technology practice (Infrastructure, Network, Storage, Servers, Security, Windows, Linux, VMWare, etc.)

. Strong experience in Microsoft Infrastructure administration, troubleshooting and setup required - Office 365, Microsoft Exchange, Windows Server, Active Directory, Azure, Powershell, etc.

· Experience in a customer-facing role (professional services, support, etc.) and the ability to manage customer relationships up to the senior/executive level is critical

· Ability to work and update tickets for work being done on a customer’s environment autonomously and in a timely fashion to properly explain the solution provided.

· Experience with DevOps processes and languages such as Python, Node.JS, and javascript is a HUGE plus but not required

· Be a ‘jack of all trades’ and love working with exciting new technologies and customers

· We try to centralize the workload out of our corporate office but in some cases, we go onsite for meetings and collaboration.

· Ability to drive projects and work under tight timelines and lead a team

· ITIL expertise to help drive process into a Service Desk organization.

· Experience with AWS such as: EC2 Types, Security Groups, Load Balancing, AutoScaling, and IAM rules a plus.

All your information will be kept confidential according to EEO guidelines.