Cloud Desktop Support Technician

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Cloud Desktop Support Technician, 3rd Shift based in Brazil.

• Serve as an escalation point for Cloud Technicians handling complex Azure and hybrid cloud issues.
• Monitor, investigate, and resolve incidents across Microsoft Azure and VMware vSphere environments.
• Install, configure, and administer customer resources within Azure.
• Manage escalated alerts, configuration issues, and troubleshooting scenarios without established procedures.
• Perform patch remediation, including troubleshooting and manual updates where required.
• Manage networking and security platforms, including firewalls, VPNs, policy-based routing, and load balancing.
• Work with Palo Alto and Azure networking and firewall resources to resolve connectivity and security issues.
• Troubleshoot event-management configurations and alerts that lack documented resolution procedures.
• Use monitoring infrastructure to diagnose issues affecting Windows servers, Unix/Linux servers, network equipment, and applications.
• Analyze system logs, telemetry, and performance metrics to identify trends and prevent recurring incidents.
• Review ticket queues to identify recurring issues and collaborate with leadership on reducing repeat incidents.
• Develop automation and operational efficiencies using PowerShell, CLI, Bicep, and ARM templates.
• Contribute to process improvements, operational standards, and best practices.
• Regularly assess ticket priorities, escalation requirements, and client communication needs.
• Mentor Level 1 and Cloud Technicians and contribute to knowledge-base documentation.
• Collaborate with cross-functional teams and Tier 2/3 resources to resolve complex issues and support projects.
• Lead by example during P1 client bridges and help maintain clear, coordinated communication.
• Communicate technical issues, progress, and resolutions to clients using clear, business-focused language.
• Provide regular ticket updates in line with service-level objectives and client expectations.
• Build strong client relationships by providing responsive and reliable technical support.

• 3+ years of experience in systems administration or cloud support, preferably across mixed Windows and Linux environments.
• 2+ years of experience with networking and security technologies, including firewalls, VPNs, load balancing, and policy-based routing.
• Demonstrated hands-on experience administering Microsoft Azure environments.
• Experience within a managed service provider, hosted environment, 24x7 support operation, or NOC environment is strongly preferred.
• Proficiency with automation and infrastructure tooling such as PowerShell, CLI, ARM templates, and/or Bicep.
• Strong troubleshooting abilities, including interpreting system logs, Event Viewer data, telemetry, and monitoring alerts.
• Experience supporting customer-facing environments and communicating technical information directly to clients.
• Ability to work effectively in a fast-paced environment with changing priorities and high-impact incidents.
• Strong analytical, problem-solving, communication, and escalation-management skills.
• Ability to mentor junior technical professionals and contribute to knowledge sharing.
• Previous experience working with an Azure Expert MSP is an advantage.
• Familiarity with CI/CD practices is preferred.
• Experience with Palo Alto or Azure firewalls is an advantage.
• Experience administering Linux systems such as Ubuntu or RHEL is preferred.
• Microsoft certifications such as AZ-900, AI-900, DP-900, SC-900, or MS-900 are advantageous.
• AZ-104 Microsoft Azure Administrator certification is preferred.
• AZ-700 Azure Network Engineer Associate certification is an advantage.
• Must be able to pass a government background check.
• Must be comfortable working the required third-shift schedule: Sunday through Wednesday, midnight to 11:00 a.m. Pacific Time.

• Fully remote contractor opportunity for candidates based in eligible LATAM locations.
• Work-from-home flexibility.
• Opportunity to build advanced expertise across Azure and hybrid cloud infrastructure.
• Exposure to networking, security, monitoring, automation, Windows, Linux, and virtualization technologies.
• Customer-facing experience supporting complex enterprise cloud environments.
• Opportunities to mentor junior technicians and contribute to operational improvements.
• Exposure to automation and infrastructure-as-code practices using PowerShell, CLI, Bicep, and ARM templates.
• Opportunity to work on complex technical escalations and cross-functional projects.
• Potential travel to client sites when required.
• Fixed third-shift schedule from Sunday through Wednesday, with working hours of midnight to 11:00 a.m. Pacific Time.