Cloud Support Associate (Tier 2)
New York, NY

Job Description

Position Overview:

As a Cloud Support Associate for the Service Delivery Group and Network Operations Center (NOC), you will help ensure the operational success of Logicworks' clients and internal teams by owning projects critical to our business. Responsibilities include troubleshooting incidents, monitoring server health and backups, assisting with client communication, creating formal documentation processes, as well as tracking internal ticket progress. Cloud Support Associates at Logicworks will work with new technologies, such as AWS and Azure, at an exciting pace in a fun environment.

Responsibilities

* Provide an excellent customer experience by troubleshooting, updating and resolving client problems.
* Utilize our ticketing system to create, monitor, and update tickets
* Troubleshoot in-depth system issues and backup failures in our client's environments
* Perform daily server monitoring of our client's servers
* Perform change requests based on client's need
* Deploy new instances within our client's VMware, AWS, or Azure environments
* Perform Quality Control for VM and instance builds in our client's VMware, AWS or Azure environments
* Create technical documentation & drive operational process improvement
* Compile server utilization reports to help clients with capacity planning
* Train and develop skills in new technologies relevant to Logicworks business
* Perform and troubleshoot routing and networking issues

Requirements

* 2-3 years of related MSP technical support experience
* Familiarity with Linux/Unix and/or Windows Server Administration
* Excellent customer service and strong written/verbal communication skills
* Knowledge of AWS and other cloud platforms
* Excellent troubleshooting skills
* High attention to detail
* Ability and curiosity to learn a full range of technology platforms and data network systems as well as apply new skills rapidly
* An interest in emerging technologies
* This position requires the engineer to work from our Manhattan office. There is no traveling to off-site client locations.
* We are a 24/7 company, and thus this position requires availability of nights and weekends on a regularly scheduled rotational basis. We are, however, flexible with scheduling and the needs of our employees.

What's in It for You?

You'll be part of Logicworks' tremendous working environment that puts People First and has been recognized in the Leadership Category of Gartner's Magic Quadrant for Cloud Management and voted as a winner in 2018's Best & Brightest Companies to Work for competition. You'll enjoy the best of both worlds: a start-up environment with established company resources combined with the opportunity to collaborate and grow with a team of certified engineers (over 150+ AWS/Azure certifications company-wide). Everyone has a voice at Logicworks and we are open to new ways of thinking, especially those that will contribute to our overall success. Opinions and ideas are always welcome; in fact, they are encouraged!

About Logicworks

Logicworks has been helping customers achieve operational excellence and compliance on the cloud for over six years. Our innovative platform, dedicated certified engineers, and decades of traditional IT experience combine to enable our customer's success across every stage of the cloud journey. Companies in regulated industries across healthcare, financial service, and SaaS rely on our compliance expertise and unique combination of maturity and innovation to help them scale securely, automate compliance, and gain efficiencies in private and public clouds.

Security Responsibilities

All members of Logicworks are responsible for security of their workstation and mobile devices; this includes:

* Good password practices,
* Safe browsing
* Keeping your devices up to date with security patches - Operating System and Application
* Locking one's screen when away
* Physically protecting your devices when in public or high-risk areas.
* Attending annual Security Awareness training

All staff is also responsible for adherence and compliance with all Logicworks Security Policy, including but not limited to:

* All Policies contained within the policy package, reviewed and signed.
* All regulatory or compliance policy which is applicable to employee role and responsibilities.