Remote Cloud Support Technician – Azure & SLA Expert

L.B. Foster Company; Pittsburgh (Allegheny County); Remote; USD 54,000 - 78,000; Full time

Job summary

L.B. Foster Company is seeking a Product Support Technician to coordinate with System Administrators and the Product Support Manager to deliver exceptional cloud-based asset management support.

You will investigate, troubleshoot, and resolve issues to meet SLAs while maintaining proactive, customer-focused communication. You will collaborate with System Administrators, Development and QA, Product Manager, and Architect to handle complex problems, create training materials, and contribute to

Qualifications

• Associate degree in Information Systems or bachelor’s degree in Information Systems or Business Administration 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.
• Able to travel internationally.

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 proactively identify issues impacting stability, security, and performance.
• Follow escalation procedures to triage and resolve technical issues within SLA targets.
• Conduct initial analysis and root-cause investigations for recurring or critical issues.
• Investigate issues within Azure cloud environment and supporting ecosystem.
• Investigate and resolve issues related to databases and data.
• Create and update technical documentation and training materials.

Skills

Azure services

SQL

Troubleshooting

Customer service

Time management

Communication

Cross-functional collaboration

Education

Associate degree in Information Systems

Bachelor’s degree in Information Systems or Business Administration

Tools

Azure DevOps

Microsoft Office 365

Job description

L.B. Foster Company is seeking a Product Support Technician to coordinate with System Administrators and the Product Support Manager to deliver exceptional cloud-based asset management support.

You will investigate, troubleshoot, and resolve issues to meet SLAs while maintaining proactive, customer-focused communication. You will collaborate with System Administrators, Development and QA, Product Manager, and Architect to handle complex problems, create training materials, and contribute to