Technical Support Specialist, Tier 1

**About Us**

Carbon60 is focused on helping companies securely manage their IT infrastructure in a cloud environment. We provide both private and public (AWS and Azure) solutions to companies across Canada, the US, and internationally.

**Our Opportunity**

**Responsibilities (note that this list is not exhaustive)**:

- Managing multiple customer requests spanning multiple technologies on Sunday - Thursday 1 PM - 9 PM PST shift.
- You will research, collect and analyze data to understand root cause issues and work collaboratively with colleagues, engineers and cross-functional teams as necessary to find the best resolution and path of escalation for client issues.
- You will provide hands-on support to trouble shoot and provide preventative maintenance on servers, system back-ups and restores.
- You will support a 24 by 7 environment participating in shift rotation and on-call support schedule to ensure we are always ready and available to meet our clients’ needs.
- Continuous learning and development are important to stay abreast of changing technologies. Participating in training sessions, understanding our products, services and clients, and demonstrating the initiative.
- Ensuring customer solutions are documented and appropriately maintained.
- Improving knowledge across the entire Operations team by documenting and sharing information within customer files and the ITSM system.

**What you bring**:

- Minimum 2+ years of Linux and/or Windows System Administrator experience in a multi-tenant environment.
- LAMP Stack and/or web server administration experience.
- Virtualization experience.
- CDN (content delivery network) experience.
- CMS administrative knowledge.
- SSL certificate and domain administration experience.
- DNS knowledge and administrative capability in Windows and Linux.
- Remote connectivity techniques, administration and troubleshooting including Ping, tracert, telnet, SSH, RDP, sFTP, SCP, RSYNC, VPN
- Knowledge of how to troubleshoot issues via log and service analysis.
- Experience with deploying and managing solutions on public hyperscale clouds.
- Excellent troubleshooting skills are required.
- Strong interpersonal, communication and customer service skills are required.
- AWS, Azure, or Google Cloud certifications are assets.
- ITIL certification an asset.
- Computer Science degree or equivalent experience/education.
- Must be able to provide after-hours support when required and participate in an on-call rotation.
- Must be able to pass an enhanced reliability check with Public Services and Procurement Canada.

**What's in it for you**:
Compensation & Perks
- Competitive compensation package
- Retirement Savings Matching Program (RRSP)
- Access to the latest tech
- Partnership with Perkopolis Discounts

Flexibility & Time Off
- Remote first work environment
- Flexible work hours & location
- Paid parental leave options

Health & Wellness
- Employer paid health & dental premiums
- GreenShield+ Counselling Mental Health
- $500 in Health Care Spending Account annually

Growth & Development
- Peer recognition rewards

This opportunity is primarily remote. Employees should be able to provide themselves with a dedicated workspace sufficient to attend to all activities including remote server work, attending meetings and speaking directly to customers. Reliable internet connectivity is required.

As an employer, Carbon60 recognizes the importance of balancing our careers with other aspects of our lives, and our culture reflects this ethos - from flexible work hours to health and wellness incentives and having fun along the way. We look for people who thrive in an environment of accountability and at times ambiguity as we adapt and grow our business.