Platform Support Technician, Appspace

• High school diploma or equivalent
• 1-3 years of experience in IT support or a related field
• Basic understanding of Cloud computing concepts
• Experience with ticketing systems and IT service management principles (ITIL a plus)
• Strong problem-solving and analytical skills

Desirable

• The Platform Support Technician is responsible for providing initial assessment, triage, and resolution of Cloud-related incidents and service requests. This role involves diagnosing and troubleshooting issues while fulfilling service requests. The technician will also monitor system alerts, contribute to knowledge base documentation, and maintain a high level of customer service
• Provides initial assessment, triage, and resolution of Cloud-related incidents and service requests
• Accurately diagnoses and troubleshoots incoming issues, escalating to senior team members or engineering when necessary
• Guides users through problem-solving steps and provides timely updates on incident status
• Documents all incidents and resolutions in the ticketing system
• Fulfills service requests related to software, hardware, and workplace equipment following established procedures
• Processes approved user and access management requests according to company policies
• Responds to technical inquiries and provides basic Cloud support to users
• Implements technical change requests and follows best practices as directed by senior Team members
• Actively participates in team discussions to identify areas for improvement in workplace processes
• Stays informed about IT/SysAdmin best practices and industry trends
• Proactively identifies and communicates potential issues or ambiguities in operational Procedures
• Continuously develops technical skills and knowledge through self-learning, peer collaboration, and formal training
• Effectively utilizes documentation and resources to troubleshoot and resolve issues
• Seeks feedback and mentorship from senior team members to enhance performance
• Demonstrates strong communication and interpersonal skills, both written and verbal
• Monitors system alerts and notifications for potential issues
• Performs basic troubleshooting and escalates as needed
• Contributes to the creation and maintenance of knowledge base articles and documentation
• Uses existing documentation and resources to resolve common issues
• Maintains a positive and professional attitude when interacting with users
• Provides timely and accurate communication regarding issue status and resolution
• Strives to exceed customer expectations and deliver excellent service