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

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