Cloud Asset Support Technician (Azure & SLAs)

LB Foster; Pittsburgh (Allegheny County); On-site; USD 60,000 - 85,000; Full time

Job summary

LB Foster is seeking a Product Support Technician to deliver high-quality technical support for our cloud-based asset management platform. You will work with cross-functional teams to investigate, troubleshoot, and resolve issues while adhering to SLAs.

The role requires experience in Azure, databases, and documentation, with excellent communication and organizational skills. Some travel may be required to support global users and participate in on-site activities as needed.

Qualifications

• Bachelor’s degree in Information Technology or related field preferred.
• Minimum three years in a Help Desk, Service Desk, or Deskside Support role required.
• Azure including Azure DevOps experience preferred.
• Strong computer skills, proficient in the use of Microsoft Office 365.

Responsibilities

• Execution of 1st and 2nd Line/Tier technical support to diagnose and fix issues.
• Provide efficient and timely support to all users via phone, web, and in-person channels.
• Monitor systems and proactively identify potential issues impacting stability, security, and performance, taking actions to resolve or escalate as required.
• Follow escalation procedures to triage and resolve technical issues, escalating appropriately and ensuring timely resolution within SLA targets.
• Perform initial analysis and support root cause investigations for recurring or critical issues, engaging the wider team where needed to assist with deeper technical diagnosis.
• Investigate issues within Azure cloud environment and supporting ecosystem.
• Investigate and resolve issues relating to databases and data.
• Create and update comprehensive tech related documentation such as training documents, how-to guides, FAQs, and maintenance manuals.
• Document troubleshooting steps and contribute to the internal knowledge base.

Skills

Azure services

SQL

Troubleshooting

Communication

Time management

Collaboration

Education

Bachelor’s degree in Information Technology or related field

Tools

Azure DevOps

Microsoft Office 365

Job description

LB Foster is seeking a Product Support Technician to deliver high-quality technical support for our cloud-based asset management platform. You will work with cross-functional teams to investigate, troubleshoot, and resolve issues while adhering to SLAs.

The role requires experience in Azure, databases, and documentation, with excellent communication and organizational skills. Some travel may be required to support global users and participate in on-site activities as needed.