Cloud IT Support Consultant

This is a fully remote position, open to applicants in Canada.

📋 Description

• Deliver Tier 2 client infrastructure assistance via the TotalCare Support Team

• Manage a steady stream of tickets, requests, and escalations across various systems and platforms

• Swiftly triage, prioritize, and oversee multiple concurrent issues while adhering to defined SLAs

• Oversee client incidents from start to finish, including identifying and troubleshooting issues and resolving complex escalations in both Windows and Linux server environments

• Administer end-user and security profiles across more than 100 servers

• Set up, deploy, and maintain AWS cloud environments

• Utilize CloudWatch and CloudTrail for proactive monitoring and performance enhancement

• Conduct advanced troubleshooting and system restorations in AWS, including Windows Server and SUSE Linux

• Perform root cause analysis and implement corrective and preventive actions

• Create and uphold PowerShell and Bash automation scripts

• Configure and provide support for IIS, Apache, Nginx, and file/print services

• Organize and implement server maintenance and backup initiatives

• Assist clients with restores when necessary

• Develop and maintain internal documentation for support processes and best practices

⛳️ Requirements

• At least 5 years of hands-on experience with AWS cloud environments, demonstrating strong troubleshooting and infrastructure support capabilities

• A minimum of 5 years of experience in supporting network infrastructure, including routers, firewalls, and associated networking technologies

• A Bachelor’s degree or an equivalent combination of education and a minimum of 5 years’ experience in a client-facing support role

• Proven expertise in supporting Windows and Linux systems within mission-critical settings

• Demonstrated proficiency in server administration and security protocols

• Knowledge and experience in configuring routers and firewalls

• Scripting experience with Python, Bash, Ruby, or PowerShell

• Familiarity with support best practices (e.g., ITIL Framework)

• Experience in supporting servers in AWS or other cloud environments

• Knowledge and experience with ERP solutions

• Exposure to SAP Business One is a plus

• Experience with Smartsheet or similar project/task management tools

• Familiarity with the Zendesk ticketing system

• Ability to efficiently handle and resolve a high volume of requests

• Strong organizational and time-management skills

• Clear and professional communication with both technical and non-technical stakeholders

• Availability to work during Pacific Time (PST) hours; candidates in Mountain Time (MST) may be considered if they can align with the required working hours

🏝️ Benefits

• Competitive total rewards program

• Employer investment in employee growth, well-being, and success