Techies Pool for
Your Businesses

Job Summary:
The IT Operations Support Engineer is primarily responsible for following and critically reviewing policies and configurations for the use of cloud apps & services, taking responsibility for customer-report issues through troubleshooting to successful resolution, tracking and communication, maintaining a secure cloud environment, ensuring appropriate availability of services, and supporting app/services operations including determining the appropriate escalation path as needed. This role may also require occasional weekend support of planned maintenance activities. The ideal candidate will be able to work independently identifying and resolving issues in a timely manner. This is intended to be an on-going role.

Essential Job Functions:
* Takes ownership of customer issues reported and see problems through to resolution
* Researches, diagnoses, troubleshoots and identifies solutions to resolve customer issues
* Follows standard procedures for proper escalation of unresolved issues to the appropriate internal teams
* Provides prompt and accurate feedback to customers
* Ensures proper recording and closure of all issues
* Prepares accurate and timely reports
* Documents knowledge in the form of knowledge base tech notes and articles

Minimum Qualifications and Job Requirements:
* Proven working experience in enterprise technical support
* Basic knowledge of systems, Linux/Windows operating systems, utilities and scripting
* Strong problem-solving skills
* Excellent client-facing skills
* Excellent written and verbal communication skills
* Experience with Microsoft Azure, including Azure Kubernetes Service (AKS) and with container-based deployment skills
* Experience with GCP based Big Data deployments (Batch/Real-Time) leveraging Big Query, Big Table, Google Cloud Storage
* Experience automating routine data tasks using various software tools, and CI/CD (e.g. Jenkins, Nexus, SonarQube, Rundeck)
* Experience with the Atlassian toolset (Jira, Confluence, etc.) is a plus

Other Responsibilities:
* Be part of on-call rotation
* Support off-hour QA and production releases
* Work with develops to troubleshoot issues
* Attend daily standups
* Create and maintain support documentation