Operations Specialist

About Archive360

Archive360 delivers a modern archiving platform that empowers organizations to address complex data governance and compliance challenges while leveraging AI and analytics. By transforming data into a trusted, accurate, and protected strategic asset, we help organizations achieve their business objectives and drive innovation.

Job Description

Archive360 is looking for a hard-working, flexible, and talented individual to provide proficient-level end-user proactive operations support to our company’s customers. This position requires the ability to diagnose, identify, monitor, research, and troubleshoot a variety of issues. Also requires a courteous and outgoing individual who can coordinate with customers and A360 colleagues in a patient and efficient manner.

Primary Responsibilities

• Proactively monitor and analyze customer Azure environment(s) including vi rtual machines and scale sets, cloud network infrastructure, SQL, and Cosmos,
• Connecting to Windows and Linux hosts to review logs and perform troubleshooting
• Provide Tier 2 escalation assistance to c usomer submitted tickets
• Coordinate technical issues between Support, Cloud Operations, Change Management and Development, Engineering
• Updating the ticketing platform(s) with technical details for tickets, knowledge articles, improvements to runbooks and constantly follow up on the assigned tickets
• Monitor, a nalyze and e valuate customer system s for security, infrastructure, application, and cost to improve or stabilize performance
• Follow test plans for post change application validation
• Improving existing programs by evaluating system performance, reviewing proposed changes and making recommendations
• Maintaining system functionality by testing solution components
• Achieving solution objectives by collecting relevant data, identifying and evaluating options and suggesting a course of action
• Maintain customer trust by keeping their information confidential
• Preparing reference material for users by drafting operation instructions

Work Schedule and Availability

This position requires 40 hours per week availability to cover 24 hours per day, seven days a week for the team. The position may require rotating shifts and will require weekend and holiday work up to twelve hours per day. Some travel may be required to attend company meetings and training (<10%).

Professional Growth

This position offers the potential for substantial professional growth in terms of skills and technical knowledge.

Required Prerequisites

• Technical Customer Service: 2 years (Required)
• Cloud knowledge of Azure or AWS: 1 year (Required)
• Troubleshooting Linux hosts : 1 year (Required)
• Undergraduate degree or equivalent
• Successful completion of a background check
• Proficient in the use of online and remote-connecting software
• Excellent customer service skills
• Aptitude for problem-solving ad analysis
• Ability to focus and follow-through to the resolution of issues
• Excellent time and task management skills
• Superb written communication skills to ensure proper recording of all customer interactions and closure of all presented issues as well as prepare accurate, clear, and timely reporting

Desired Experience

• Significant work experience in providing technical support in an Operational capacity
• Experience in performing actions in a Windows command shell and/or Linux shell
• Working knowledge using an Enterprise logging system (i.e., Splunk, Elastic, OpenSearch)
• Experience in a helpdesk environment such as Salesforce, Azure DevOps, JIRA
• Ability to find patterns based on previously troubleshooted matters
• Experience in performing actions in a Windows command shell and/or Linux shell Working knowledge using an Enterprise logging system (i.e., Splunk, Elastic, OpenSearch) Experience with working with API calls
• Ability to execute application validation testing plans
• Demonstrated ability to function in a non-scripted helpdesk environment
• Technical knowledge of email systems and technologies such as Exchange, Office365, SMTP and relays, MS Graph
• Technical knowledge of Azure and Active Directory

Job Details

Job Type: Full-time
Work Location: Remote / Preferred Jacksonville FL or Tampa, FL