Cloud Desktop Support Technician, 3rd Shift (Remote LATAM)

Atmosera

Contract type

Freelance

Work mode

Remote

Experience

Mid-level · 3+ years

Job description

A Cloud Engineer role providing escalated technical support for Azure and hybrid cloud customer environments, including monitoring, incident resolution, networking, and automation. The position is a contractor role that can be done from home but may require travel to a client site.

At a glance

Employment: Contract · Independent contractor
Work mode: Remote

What you'll do

Serve as an escalation point for Cloud Technicians on complex Azure and hybrid cloud issues.
Monitor, analyze, and resolve incidents across Azure and vSphere platforms.
Install, configure, and administer customer resources in Azure.
Manage escalated alerts, configuration issues, and undocumented troubleshooting scenarios.
Perform patch remediation, including troubleshooting and manual updates.
Manage network platforms, firewalls, VPNs, and implement policy-based routing and load balancing (Palo Alto and Azure Networking resources).
Address configuration issues within event management tooling, and alerts without documented troubleshooting.
Build and maintain expertise in Atmosera's monitoring infrastructure to diagnose problems impacting Windows servers, Unix/Linux servers, network equipment, and applications.
Analyze system logs, telemetry, and metrics to identify trends and prevent recurring issues.
Review ticket queues for trends and partner with leadership to reduce repeat incidents.
Drive automation and efficiency improvements using PowerShell, CLI, Bicep/ARM templates.
Contribute to process optimization and promote operational best practices.
Regularly assess ticket priorities, escalation needs, and client updates.
Mentor and support Level 1 and Cloud Technicians, contributing to knowledge base documentation.
Collaborate with cross-functional teams and Tier-2/3 resources to solve issues and implement projects.
Lead by example in managing P1 client bridges and ensuring smooth communication.
Communicate technical issues and resolutions to clients in clear, business-focused language.
Provide regular ticket updates in alignment with SLOs and client expectations.
Partner with clients to ensure high levels of satisfaction and trust.

What we're looking for

3+ years of system administration or cloud support experience (Windows/Linux, mixed environments strongly preferred).
2+ years networking and security experience (firewalls, VPNs, load balancing, policy-based routing).
Proven Azure cloud administration experience; MSP background strongly preferred.
Proficiency in automation (PowerShell, CLI, ARM templates, or Bicep).
Strong troubleshooting skills, including interpreting logs, event viewer entries, and telemetry.
Prior experience in 24x7 managed services, hosted environments, or NOC operations.
Excellent communication skills and ability to work directly with clients.
Ability to work in a fast-paced and rapidly changing environment.
Must be able to pass a government background check.

Nice to have

Previous experience working with an Azure Expert MSP.
Familiarity with CI/CD practices.
Experience with Palo Alto or Azure firewalls.
Experience working with Linux systems (Ubuntu, RHEL).
AZ-900, AI-900, DP-900, AI-900, SC-900, MS-900 Microsoft Fundamental level certifications.
AZ-104 Microsoft Azure Administrator certification.
AZ-700 Azure Network Engineer Associate certification.

Your team

Cloud Technicians / Tier-2/3

Save

About Atmosera

Atmosera empowers businesses to redefine what's possible with modern technology and human expertise. Our exceptional experience across Applications, Data & AI, DevOps, Security, and the Microsoft Azure platform enables organizations to accelerate innovation, enhance security, and optimize operational agility.

Key facts

Microsoft Partner with seven specializations
GitHub AI Partner of the Year
Member of the GitHub Advisory Board
Member of the Microsoft Intelligent Security Association (MISA)

Partners & customers

MicrosoftGitHub