Senior Desktop Support Technician managing DHS desktop computing environment and peripherals. Providing advanced end user support and maintenance in a hybrid role across Allegheny County.
About the role
- Senior Cloud Support Engineer providing technical support and troubleshooting for cloud-based services. Collaborating with engineering and operations teams to ensure system performance and reliability.
Responsibilities
- Customer Experience
- Build and maintain strong relationships with customers.
- Ensure a customer-first approach in all interactions and maintain high satisfaction levels.
- Provide quality technical guidance and training.
- Customer Support & Troubleshooting
- Troubleshoot, design and deploy advanced L2 and L3 Networks.
- Service, analysis and resolution of tasks and support tickets
- Prioritize and manage several open tasks at one time.
- Respond to tickets with urgency and clarity, according to SLAs.
- Provide high-level technical support, following tickets through to resolution.
- Escalate tickets to the next level providing clear incident details.
- Participate in Active On-Call rotational schedule, average one weekend per month, to support high-priority escalations and ensure continuous service availability.
- In addition to Active On-Call, the flexibility to support occasional critical incidents that may occur on a weekend or holiday.
- Configure servers, networking equipment, and cloud resources as needed.
- Process & Collaboration
- Work closely with management and senior members of different departments and third-party vendors to identify recurring problems and contribute to long-term solutions.
- Actively contribute to the Support knowledge base by creating clear, comprehensive training materials and documentation for internal and external use.
- Document best practices, incident post-mortems, and troubleshooting runbooks, updating knowledge base.
- Contribute to continuous improvement efforts in support delivery processes and tooling.
- Other responsibilities as assigned.
Requirements
- 5+ years experience in administration, configuration, and tuning of Linux systems (Ubuntu/Debian and/or CentOS/RHEL), and Virtualization/cloud environments (AWS/GCP/Azure/VMware/Openstack).
- Strong troubleshooting, diagnostic, and problem-solving skills.
- Solid understanding and experience in network design, CCNA level or equivalent and configuration of network devices (switches, firewalls, routers).
- Solid experience with storage systems (SAN/NAS/Object).
- Scripting experience (Bash, Python, etc.)
- Excellent written and verbal communication skills, including experience working directly with customers in the areas of support.
Benefits
- Paid time off
- Medical, Dental, Vision insurance
- Health Savings Account (HSA)
- Flexible Spending Accounts (FSAs)
- 401(k) plan with matching
- Basic life and AD&D
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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