What are the responsibilities and job description for the Unified Cloud L2 Desktop Support position at First Soft Solutions LLC?
We are immediately hiring for Unified Cloud L2 Desktop Support
Location: Jersey City, NJ (Onsite)
An L2 Unified Cloud Desktop Support specialist's responsibilities combine standard desktop support duties with expertise specific to a cloud-based environment.
Location: Jersey City, NJ (Onsite)
An L2 Unified Cloud Desktop Support specialist's responsibilities combine standard desktop support duties with expertise specific to a cloud-based environment.
- Handle escalated issues: Resolve complex technical problems that have been escalated from Level 1 support, such as advanced software, hardware, or network issues.
- Advanced troubleshooting: Perform in-depth diagnostics on virtual desktops, applications, and cloud-related infrastructure to identify and solve root causes.
- Cloud desktop management: Manage the virtual desktop environment, which may include user provisioning, deploying software, and configuring settings within the cloud platform.
- Performance monitoring: Utilize monitoring tools to oversee system health and performance, addressing potential problems before they disrupt end-users.
- Collaboration with L3 teams: Work with Level 3 engineers and other specialized teams (e.g., network, security) to resolve the most critical and complex incidents.
- Documentation and knowledge sharing: Document solutions, create knowledge base articles, and provide guidance to Level 1 technicians to improve overall support efficiency
- Monitor system health, troubleshoot incidents, ensure high service availability.
- Deploy cloud infrastructure, automate workflows using DevOps best practices.
- Manage CI/CD pipelines, configuration tools, and version control systems.
- Collaborate with development teams for seamless code and environment deployments.
- Perform root cause analysis and lead incident resolution efforts.
- Optimize system performance, enforce security, and compliance across environments.
- Mentor junior team members, ensure adherence to operational standards.
- Create documentation, SOPs, and dashboards for effective service management.
- Engage in capacity planning, scalability, and cost optimization strategies.
- Drive reliability, availability, and improvements as operational excellence leader.