Technical Support Specialist

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

📋 Description

• Deliver tier 1 and tier 2 support for Azure Virtual Desktop, SQL databases, MSIX app streaming, and other related Microsoft services.

• Facilitate cloud migrations and environment upgrades through comprehensive testing, documentation, and troubleshooting.

• Address tickets related to password resets, printing issues, environment access, SQL errors, and plug-in failures.

• Diagnose, resolve, communicate, and escalate technical challenges based on their priority level.

• Assist in managing CI/CD pipelines, primarily utilizing Octopus Deploy.

• Aid in automating application updates and patch management processes.

• Provide support for IIS, Active Directory, File Servers, Domain Controllers, and API Servers.

• Assist with database backups, restoration, and disaster recovery efforts.

• Record incident reports, resolution processes, and system notes within the internal ticketing system.

• Enhance documentation, optimize support tasks, and disseminate knowledge among colleagues.

• Collaborate with Infrastructure, Development, and Product teams to enhance reliability, performance, and security.

⛳️ Requirements

• Proven experience in a technical support or systems-oriented role.

• Familiarity with Azure Virtual Desktop (AVD).

• Proficient in SQL troubleshooting.

• Knowledge of virtual application delivery methodologies.

• Experience with CI/CD tools such as Octopus Deploy or equivalent.

• Understanding of deployment pipelines.

• Ability to analyze logs and trace issues across interconnected systems.

• Capacity to troubleshoot and resolve technical issues with both urgency and creativity.

• Skill in articulating technical problems clearly to non-technical stakeholders.

• Professional, adaptable, patient, and empathetic communication style.

• Strong documentation skills.

• Ability to balance independence with teamwork in a fast-paced setting.

🏝️ Benefits

• Fully remote work arrangement.

• Direct mentorship from experienced leaders.

• Opportunities for career development and growth within Emphasys and Aquila.

• A collaborative culture that encourages knowledge sharing.

• Freedom to be creative and inquisitive.

• Virtual interview process.

• Equal employment opportunities and disability accommodations available upon request.