Platform Support Technician

Your Role as an Platform Support Technician:

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. 

A Day in the Life of an Platform Support Technician:

Incident & Problem Management 

• • 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. 

Service Request Fulfillment

• • 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. 

Projects & Improvements 

• • 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. 

Collaboration & Learning

• • 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. 

Monitoring & Alerting

• • Monitors system alerts and notifications for potential issues.
  • Performs basic troubleshooting and escalates as needed. 

Knowledge Base & Documentation 

• • Contributes to the creation and maintenance of knowledge base articles and documentation.
  • Uses existing documentation and resources to resolve common issues. 

Customer Service

• • 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. 

Minimum Job Requirements: 

• High school diploma or equivalent. 
• 5-7 years of experience in IT support or a related field. 
• Basic understanding of Cloud computing concepts. 
• Hands-on experience provisioning, managing, and decommissioning cloud services within a Tier 1 Cloud platform like Microsoft Azure or Google Cloud. 
• Experience with ticketing systems and IT service management principles (ITIL a plus). 
• Strong problem-solving and analytical skills

Preferred Qualifications:

• Associate’s or Bachelor’s degree in Information Technology or Computer Science. 
• Knowledge of scripting or programming languages, such as Python is highly-preferred. 

The Perks of Working for Appspace:

For all our KL based team members, we offer a variety of benefits from competitive salaries, medical, dental and vision coverage, mental health resources, a 14 week maternity leave program and transport/parking allowance.

Additional perks include:

• 20 Days PTO
• Flexible work schedules
• Remote work opportunities
• Paid company holidays
• Appspace Quiet Fridays (No non-essential internal meetings scheduled)
• A casual dress work environment