Technical Support Specialist
Aquila
full-time
Posted on:
Location Type: Remote
Location: United States
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About the role
- Support Azure-hosted environments. You will provide tier 1 and 2 support across Azure Virtual Desktop (AVD), SQL databases, MSIX app streaming, and related Microsoft services. You will support cloud migrations and environment upgrades by performing environment testing, documentation, and troubleshooting.
- Resolve technical issues. You will respond to a range of tickets, including password resets, printing issues, environment access, SQL errors, and plug-in failures. You will troubleshoot, resolve, and communicate problems based on priority, escalating when necessary.
- Manage and optimize deployments. You will assist with managing CI/CD pipelines, primarily using Octopus Deploy, and help automate processes for application updates and patches.
- Work across server technologies. You will interact with IIS, Active Directory, File Servers, Domain Controllers, and API Servers to support performance, access, and integrations. You will assist with database backups, restores, and disaster recovery to ensure continuity and performance.
- Document, track, and improve. You will log incident reports, resolution steps, and system notes in the internal ticketing system. You will identify opportunities to improve documentation, streamline support tasks, and share knowledge with peers.
Requirements
- The customer service focus. You have professional, adaptable communication skills and can explain technical issues clearly to a range of non-technical stakeholders. You are patient and maintain a professional, empathetic tone when handling support requests. You document resolutions thoroughly and thrive in a role that balances independence with collaboration in a fast-paced environment.
- The experience. You have worked in a technical support or systems role, with knowledge of Azure Virtual Desktop, SQL troubleshooting, and virtual application delivery. You have used CI/CD tools such as Octopus Deploy or similar and understand their function in deployment pipelines.
- The analytical mindset. You are confident analyzing logs, tracing issues across interconnected systems, and solving technical problems with urgency and creativity. You balance support tickets with deeper troubleshooting and proactive monitoring.
Benefits
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Applicant Tracking System Keywords
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Hard Skills & Tools
Azure Virtual DesktopSQL databasesMSIX app streamingCI/CD pipelinestroubleshootingenvironment testingdisaster recoveryapplication updatesdatabase backupslog analysis
Soft Skills
customer servicecommunication skillspatienceempathyindependencecollaborationadaptabilityanalytical mindsetproblem-solvingcreativity