Technical Support Specialist

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

📋 Description

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

• Assist with cloud migrations and upgrades by conducting testing, documentation, and troubleshooting.

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

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

• Aid in the management of CI/CD pipelines, primarily utilizing Octopus Deploy.

• Facilitate the automation of application updates and patching procedures.

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

• Assist with database backup, restoration, and disaster recovery processes.

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

• Enhance documentation, optimize support tasks, and exchange knowledge with colleagues.

• Collaborate with Infrastructure, Development, Product, and support teams.

• Report directly to the Technical Operations Manager.

⛳️ Requirements

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

• Familiarity with Azure Virtual Desktop.

• Proficient in SQL troubleshooting.

• Understanding of virtual application delivery methods.

• Experience with CI/CD tools like Octopus Deploy or similar platforms.

• Knowledge of deployment pipelines.

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

• Ability to troubleshoot and resolve technical problems promptly and creatively.

• Skill in clearly explaining technical issues to non-technical stakeholders.

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

• Competence in documenting resolutions comprehensively.

• Capacity to work both independently and collaboratively in a fast-paced setting.

• Candidates meeting 70% of the qualifications are encouraged to apply.

🏝️ Benefits

• Direct mentorship from experienced leaders.

• Support for career development within Emphasys and the broader Aquila team.

• A collaborative culture that emphasizes teaching.

• Fully remote work setup.

• Opportunity to enhance expertise in contemporary cloud platforms and deployment tools.

• Practical experience with virtual desktops, SQL databases, and application deployment pipelines.

• Freedom to explore creativity and curiosity.

• Virtual interview process.