Technical Support Representative

Job Summary:

We are seeking a knowledgeable and proactive Technical Support Representative to join our team. In this role, you will be responsible for administering, maintaining, and troubleshooting our hosted Windows Server environment, ensuring it remains up-to-date and fully functional. Key duties include applying the latest software versions, monitoring system health, and optimizing customer environments to meet high uptime SLAs.

The ideal candidate will have a strong foundation in automation, experience with Azure Pipelines management, and familiarity with cloud technologies. Additionally, the role requires multitasking effectively between short-term issue resolution and implementing long-term improvements across both shared and dedicated hosting environments.

Job Description:

Primary Responsibilities:

1. Windows Server Administration & Troubleshooting:

· Manage and maintain Windows Server environments.

· Troubleshoot server-related issues and provide timely resolutions.

1. HelpDesk Duties and Responsibilities:

· Analyze Log Files from AssetWorks' software as well as third-party tools and utilities

· Resolve tickets and work within timelines with detailed notes in Zendesk

· Understand technical architecture and third-party dependencies of AssetWorks applications and be able to discuss with customers and coach staff

· Perform after-hours installs and upgrades as needed

· Perform after-hours support on a rotating basis as needed.

· Perform training to customers and internal staff as needed.

· Qualify, troubleshoot, and respond to customer support tickets.

· Resolve client application questions or problems related to database, configuration/setup, product functionality and business enhancements.

1. Database Administration:

· Restore, create and query Oracle and MSSQL databases

· Manage Cloud Management Gateway for remote deployments.

1. Communication and Time Management Skills:

· Keep customers informed when installs and upgrades are completed

· Manage Cloud Management Gateway for remote deployments.

· Install and Support Proprietary applications and including IIS, MSSQL, Oracle, ElasticSearch, and Crystal.

· Be responsive to any special projects as assigned by Management

· Maintain a high level of customer satisfaction in all customer-facing projects and tickets

· Leverage various platforms to communicate with customers and employees including Teams, WebEx, Phone, email, and Zendesk

· Maintain rapport with customers by examining complaints and identifying solutions

· Manage tasks and tickets according to priority

· Involvement in any additional follow up testing and troubleshooting

1. Internal & External System Monitoring Tools:

· Manage internal monitoring tools such as Nagios, Site 24x7, Datadog, and suggest improvements to monitoring tooling

· Oversee external monitoring with Site24x7

· Experience with managing application monitoring in for Production, Test, UAT environments

1. Security Compliance:

· Implement and maintain security controls to ensure SOC2 and ISO 27001 compliance.

1. Azure Pipeline Troubleshooting:

· Assist with development and improvements to be made with Azure Pipeline deployments in both shared and dedicated hosting environments.

· Provide guidance and assistance with long term objectives related to Azure Pipelines in shared and dedicated hosting environments

1. Azure Cloud Administration:

· Assist with system administration of Azure Cloud environments for SQL, SQL MI, and on-prem installations

· Assist with 24x7 monitoring, maintenance, and upgrades for IaaS platform (VM) in Azure

Benefits:

• Generous Paid Time Off
• 11 Paid Holidays
• Medical, Dental, Vision, Life insurance benefits with various choices and generous employer contribution
• 401k with employer match which immediately vests
• Annual Company Bonus
• Career growth and mentoring opportunities as a smaller business unit within the Volaris Group
• Tuition Reimbursement Program
• Employee rewards and recognition programs
• Optional Employee Stock Purchase Program with company match
• Pet insurance
• TicketsatWork program, discounted entertainment tickets to movies, sporting events, hotels, live performances, etc.
• Referral bonuses
• Employee engagement events
• Flexible remote work arrangements