IT Cloud Support Consultant

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

📋 Description

• Deliver Tier 2 infrastructure support for clients through the TotalCare Support Team.

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

• Quickly triage, prioritize, and oversee multiple issues while adhering to established SLAs.

• Handle client incidents from start to finish, including troubleshooting and resolving intricate escalations in both Windows and Linux server environments.

• Administer end-user and security profiles across over 100 servers.

• Set up, deploy, and maintain AWS cloud environments.

• Utilize CloudWatch and CloudTrail for proactive monitoring and performance enhancements.

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

• Carry out root cause analyses and implement both corrective and preventive actions.

• Create and sustain PowerShell and Bash automation scripts to optimize operations and minimize costs.

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

• Coordinate and carry out server maintenance and backup initiatives.

• Assist customers with restorations as needed.

• Develop and maintain internal support procedures and best-practice documentation.

⛳️ Requirements

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

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

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

• Proven track record in supporting Windows and Linux systems within mission-critical environments.

• Demonstrated expertise 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, including the ITIL Framework.

• Experience in supporting servers within AWS or other cloud environments.

• Knowledge and experience in supporting ERP solutions.

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

• Exposure to SAP Business One is a plus.

• Experience with Smartsheet or similar project/task management tools is an advantage.

• Familiarity with the Zendesk ticketing system is an asset.

🏝️ Benefits

• Competitive total rewards program.

• Employer commitment to employee growth, well-being, and success.

• Collaborative, people-first team culture.

• Opportunities for knowledge sharing and peer support.