Operations Specialist
RemoteTampa, Florida, United States or Jacksonville, Florida, United States
Job Summary
Proactively monitor and analyze customer Azure environments, including virtual machines, scale sets, cloud network infrastructure, SQL, and Cosmos. Connect to Windows and Linux hosts to review logs and perform troubleshooting while providing Tier 2 escalation assistance for submitted tickets. Coordinate technical issues across Support, Cloud Operations, Change Management, and Development teams. Update ticketing platforms with technical details, knowledge articles, and runbook improvements, and continuously follow up on assigned tickets. Monitor and evaluate customer systems for security, infrastructure, application, and cost to improve or stabilize performance. Follow test plans for post-change validation, maintain system functionality, and prepare reference material for users by drafting operation instructions. Maintain customer trust by keeping their information confidential. Cover 40 hours per week with rotating shifts, including weekends and holidays up to twelve hours per day.
Required Qualifications
- 2 years Technical Customer Service experience
- 1 year Cloud knowledge of Azure or AWS
- 1 year Troubleshooting Linux hosts experience
- Undergraduate degree or equivalent
- Successful completion of a background check
- Proficient in the use of online and remote-connecting software
- Excellent customer service skills
- Aptitude for problem-solving and analysis
- Ability to focus and follow-through to the resolution of issues
- Excellent time and task management skills
- Superb written communication skills
Desired Qualifications
- Significant work experience in providing technical support in an Operational capacity
- Experience in performing actions in a Windows command shell and/or Linux shell
- Working knowledge using an Enterprise logging system (i.e., Splunk, Elastic, OpenSearch)
- Experience in a helpdesk environment such as Salesforce, Azure DevOps, JIRA
- Ability to find patterns based on previously troubleshooted matters
- Experience with working with API calls
- Ability to execute application validation testing plans
- Demonstrated ability to function in a non-scripted helpdesk environment
- Technical knowledge of email systems and technologies such as Exchange, Office365, SMTP and relays, MS Graph
- Technical knowledge of Azure and Active Directory
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