Cloud Desktop Support Technician, 3rd Shift; Remote LATAM

Atmosera empowers businesses to redefine what's possible with modern technology and human expertise. Our exceptional experience across Applications, Data & AI, Dev Ops, Security, and the Microsoft Azure platform enables organizations to accelerate innovation, enhance security, and optimize operational agility. As a Microsoft Partner with seven specializations, Git Hub AI Partner of the Year, a member of the Git Hub Advisory Board, and a member of the prestigious Microsoft Intelligent Security Association (MISA), Atmosera expertly delivers cutting‑edge, integrated solutions that deliver business value.

Looking to advance your IT career and focus your skills on cloud infrastructure? As a Cloud Desktop Support Technician
, you will play a critical role in the success of our Azure Managed Services division. Building on your experience as a systems administrator or cloud support technician, you will be the escalation point for complex issues, mentor junior team members, and drive continuous improvement in our operations.

This is a customer‑facing position, working closely with IT professionals, business stakeholders, and partners to ensure stability, efficiency, and growth within client cloud environments.

This Support Technician position will cover 3rd shift hours (Sunday - Wednesday, Midnight to 11am Pacific time). Weekday coverage is subject to change but the hours will not.

• Serve as an escalation point for Cloud Technicians on complex Azure and hybrid cloud issues.
• Monitor, analyze, and resolve incidents across Azure and vSphere platforms.
• Install, configure, and administer customer resources in Azure.
• Manage escalated alerts, configuration issues, and undocumented troubleshooting scenarios.
• Perform patch remediation, including troubleshooting and manual updates.
• Manage network platforms, firewalls, VPNs, and implement policy‑based routing and load balancing (Palo Alto and Azure Networking resources).
• Address configuration issues within our event management tooling, and alerts without documented troubleshooting.
• Build and maintain your expertise in Atmosera's monitoring infrastructure to diagnose problems impacting Windows servers, Unix/Linux servers, network equipment, and applications.

• Analyze system logs, telemetry, and metrics to identify trends and prevent recurring issues.
• Review ticket queues for trends and partner with leadership to reduce repeat incidents.
• Drive automation and efficiency improvements using Power Shell, CLI, Bicep/ARM templates.
• Contribute to process optimization and promote operational best practices.
• Regularly assess ticket priorities, escalation needs, and client updates.

• Mentor and support Level 1 and Cloud Technicians, contributing to knowledge base documentation.
• Collaborate with cross‑functional teams and Tier‑2/3 resources to solve issues and implement projects.
• Lead by example in managing P1 client bridges and ensuring smooth communication.

• Communicate technical issues and resolutions to clients in clear, business‑focused language.
• Provide regular ticket updates in alignment with SLOs and client expectations.
• Partner with clients to ensure high levels of satisfaction and trust.

• 3+ years of system administration or cloud support experience (Windows/Linux, mixed environments strongly preferred).
• 2+ years networking and security experience (firewalls, VPNs, load balancing, policy‑based routing).
• Proven Azure cloud administration experience; MSP background strongly preferred.
• Proficiency in automation (Power Shell, CLI, ARM templates, or Bicep).
• Strong troubleshooting skills, including interpreting logs, event viewer entries, and telemetry.
• Prior experience in 24x7 managed services, hosted environments, or NOC operations.
• Excellent communication skills and ability to work directly with clients.
• Ability to work in a fast‑paced and rapidly changing environment.
• Must be able to pass a government background check.

• Previous experience working with an Azure Expert MSP.
• Familiarity with CI/CD practices.
• Experience with…