Cloud Support Specialist

2 weeks ago

Austin, Texas, United States SHI International Full time
Job Summary:

The ASG Service Desk Analyst will serve as a key liaison between customers and technical teams, providing exceptional support and resolving complex issues in cloud-based environments. This role requires a strong understanding of cloud technologies, including Windows, Linux server OS, Citrix, and datacenter hardware.

The ideal candidate will have a minimum of 2-5 years of experience in a Service Desk environment, preferably with a global organization. A college degree or equivalent knowledge and work experience is required. The candidate should possess strong problem-solving skills, flexibility to work various shifts, and the ability to research and resolve complex problems.

About SHI International:

SHI International Corp. is a global provider of IT solutions and services, committed to helping organizations change the world through technology. With over 17,000 organizations worldwide relying on SHI's concierge approach, we offer a unique opportunity for professionals to grow and develop their careers.

Responsibilities:
  • Actively manage responses to customers requiring technical assistance and improve customer service relationships.
  • Regularly review, implement, and maintain processes and procedures.
  • Act as the bridge between engineers, architects, customers, vendor escalations, account, and cloud adoption teams.
  • Identify trends and deliver action plans for resolution.
  • Assist in the process of recruiting, interviewing, and hiring new employees.
Qualifications:
  • Minimum of 2 to 5 years working in a Service Desk environment - preferably with a global organization.
  • College degree or equivalent knowledge and work experience.
  • Minimum 2 years of experience in the following areas: Windows, Linux server OS, Citrix, datacenter hardware, cloud-based productivity products, networking, security, and helpdesk ticketing system.
Required Skills:
  • Ability to research and resolve difficult and complex problems in cloud-based environments or Desktop as a Service.
  • Flexibility to work various shifts to support 24x7 operations.
Certifications Required:
  • One or more certifications in any of the following areas: AWS Certification, Microsoft Certification, Google Certification, or Desktop as a Service - DaaS.
Benefits:

The estimated annual pay range for this position is $55,000 - $75,000, which includes a flat base salary. Benefits may include medical, vision, dental, 401K, and flexible spending. SHI International is an equal employment opportunity employer and welcomes applications from diverse candidates.

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