Principal Site Reliability Engineer responsible for AWS infrastructure and reliability engineering. Collaborating across teams to enhance platform performance and security practices.
About the role
- Cloud and IT DevOps Engineer handling user support for Sitero's IT and Hosting Services team. Overseeing operations and ensuring effective resolution of technical issues in a customer-centric environment.
Responsibilities
- Assist with the day-to-day operations of the IT Support team
- Support with any tickets related to Azure or AWS Cloud and deployment of applications
- Provide hands-on support for device and configuration issues
- Own and prioritize employee support tickets
- Develop and maintain a customer-centric support culture
- Maintain an updated IT knowledge base
- Collaborate with system administrators to assist with user system migrations
- Continuously evaluate and improve the support process
- Monitor and analyze IT Support metrics and performance indicators
- Provide coaching, mentoring, and training to users
- Liaise with other IT teams and departments
Requirements
- Bachelors in computer science, Networking, or related degree is required
- Knowledge of Azure or AWS Cloud and certification is required
- Proven experience in an IT Support or user support role, with a strong focus on Microsoft Office applications, computer configurations, and troubleshooting
- Excellent knowledge of Windows operating systems, as well as common laptop hardware
- Familiarity with ticketing systems and Service Level Agreements (SLAs)
- Exceptional customer service skills, with a genuine passion for helping users and solving problems
- Strong problem-solving and analytical abilities
- Understanding of ITIL best practices and incident management processes
- Experience with maintaining knowledge bases, creating documentation, and providing self-help resources for users
- Excellent communication skills, both written and verbal
Benefits
- Paid Time Off
- Sick Leave
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