Platform Support Technician

Your Role as a 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 a 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.

What You’ll Need: 

• 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.

Nice to Haves: 

• Associate’s or Bachelor’s degree in Information Technology or a related field.
• Experience with specific Cloud platforms (GCP, Azure).
• Knowledge of scripting or programming languages is a plus.

The Perks of Working for Appspace:

For all our US based team members, we offer a variety of benefits from competitive salaries, medical, dental and vision coverage, disability coverage, employer paid life insurance, mental health resources, 401(k) plan and a fully paid parental leave program.

Additional perks include:

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