Operations Specialist

About Archive
360

Archive
360 delivers a modern archiving platform that empowers organizations to address complex data governance and compliance challenges while leveraging AI and analytics. By transforming data into a trusted, accurate, and protected strategic asset, we help organizations achieve their business objectives and drive innovation.

Archive
360 is looking for a hard-working, flexible, and talented individual to provide proficient-level end-user proactive operations support to our company’s customers. This position requires the ability to diagnose, identify, monitor, research, and troubleshoot a variety of issues. Also requires a courteous and outgoing individual who can coordinate with customers and A360 colleagues in a patient and efficient manner.

• Proactively monitor and analyze customer Azure environment(s) including Archive2
  
  Azure, SMTP gateways, and virtual machine scale sets (VMSS)
• Coordinate through portal, phone and email submissions with customers and Archive
  360 organizations to include Support, Dev Ops, Engineering, Services, Sales, Customer Success, etc.
• Updating the support portal with technical details for tickets, knowledge articles, improvements to runbooks and constantly follow up on the assigned tickets
• Monitor, analyze and evaluate customer systems for security, infrastructure, application, and cost to improve or stabilize performance
• Follow test plans for post change application validation
• Improving existing programs by evaluating system performance, reviewing proposed changes and making recommendations
• Maintaining system functionality by testing solution components
• Achieving solution objectives by collecting relevant data, identifying and evaluating options and suggesting a course of action
• Maintain customer trust by keeping their information confidential
• Preparing reference material for users by drafting operation instructions

This position requires 40 hours per week availability to cover 24 hours per day, seven days a week for the team. The position may require rotating shifts and will require weekend and holiday work up to twelve hours per day. Some travel may be required to attend company meetings and training (< 10%).

This position offers the potential for substantial professional growth in terms of skills and technical knowledge.

• Technical Customer Service: 2 years (Required)
• Cloud knowledge of Azure or AWS: 1 year (Required)
• Undergraduate degree or equivalent
• Successful completion of a background check
• Proficient in the use of online and remote-connecting software
• Excellent customer service skills
• Aptitude for problem-solving and analysis
• Ability to focus and follow-through to the resolution of issues
• Excellent time and task management skills
• Superb written communication skills to ensure proper recording of all customer interactions and closure of all presented issues as well as prepare accurate, clear, and timely reporting

• Significant work experience in providing technical support in an Operational capacity
• Experience in a helpdesk environment such as Salesforce, Azure Dev Ops, JIRA
• Ability to find patterns based on previously troubleshooted matters
• Experience in performing actions in a Windows command shell and/or Linux shell
• Working knowledge using an Enterprise logging system (i.e. Splunk, Elastic, Open Search)
• Experience with working with API calls
• Ability to execute application validation testing plans
• Demonstrated ability to function in a non-scripted helpdesk environment
• Technical knowledge of email systems and technologies such as Exchange, Office
  365, SMTP and relays, MS Graph
• Technical knowledge of Azure and Active Directory

Job Type: Full-time

Work Location:

Remote/Preferred Jacksonville FL or Tampa, FL