Cloud Support Technician: Azure & SLA-Driven Helpdesk

LB Foster; Williamstown (WV); On-site; USD 60,000 - 90,000; Full time

Job summary

LB Foster seeks a Product Support Technician to work with System Administrators and the Product Support Manager, delivering exceptional technical support for our cloud-based asset management platform. You will diagnose issues, meet SLAs, and communicate clearly with end users across phone, web, and in-person channels.

You will collaborate with Development, QA, Product, and Architecture to resolve complex problems, contribute to training materials, and assist with patch management and security

Qualifications

• 3+ years in a Help Desk, Service Desk, or Deskside Support role
• Familiarity with Azure services and cloud environments
• Strong written and verbal communication skills

Responsibilities

• Provide 1st and 2nd line technical support to diagnose and fix issues
• Assist users via phone, web, and in-person channels
• Monitor systems and escalate to maintain SLA targets
• Triage and resolve issues using established procedures
• Investigate issues in Azure cloud and related ecosystem
• Support databases and data-related issues
• Create/update documentation and knowledge base articles
• Support patch management and security compliance
• Participate in technical meetings and project reviews
• Test solutions to ensure robustness

Skills

Azure services

SQL

Office 365

Customer service

Troubleshooting

Documentation

Team collaboration

Education

Associate degree in Information Systems

Bachelor’s degree in Information Systems or Business Administration

Tools

Azure DevOps

Job description

LB Foster seeks a Product Support Technician to work with System Administrators and the Product Support Manager, delivering exceptional technical support for our cloud-based asset management platform. You will diagnose issues, meet SLAs, and communicate clearly with end users across phone, web, and in-person channels.

You will collaborate with Development, QA, Product, and Architecture to resolve complex problems, contribute to training materials, and assist with patch management and security