- Company Name
- First Soft Solutions LLC
- Job Title
- Unified Cloud L2 Desktop Support
- Job Description
-
**Job Title:** Unified Cloud L2 Desktop Support
**Role Summary:**
Provide Level‑2 technical support for cloud‑based virtual desktop environments, handling escalated incidents, performing advanced diagnostics, and ensuring high availability and performance. Collaborate with L3 engineers, development, and security teams to resolve complex issues, automate workflows, and drive continuous improvement of service reliability and operational excellence.
**Expectations:**
- Resolve escalated technical problems promptly and accurately.
- Maintain system health and service availability through proactive monitoring.
- Contribute to knowledge sharing and mentor junior staff.
- Follow security, compliance, and operational standards.
**Key Responsibilities:**
- Diagnose and resolve advanced software, hardware, and network issues on virtual desktops.
- Manage cloud desktop lifecycle: user provisioning, software deployment, configuration changes.
- Monitor performance using tooling; identify and remediate potential disruptions.
- Collaborate with L3 engineers, network, and security teams on critical incidents.
- Document solutions, create knowledge‑base articles, and develop SOPs.
- Deploy and automate cloud infrastructure following DevOps best practices.
- Manage CI/CD pipelines, configuration management, and version control systems.
- Conduct root‑cause analysis and lead incident resolution efforts.
- Optimize system performance, enforce security controls, and ensure compliance.
- Mentor junior technicians and enforce operational standards.
- Produce dashboards, capacity‑planning reports, and cost‑optimization recommendations.
**Required Skills:**
- Strong troubleshooting and diagnostics for Windows/macOS virtual desktops.
- Experience with cloud platforms (e.g., AWS, Azure, Google Cloud) and virtual desktop infrastructure (VDI).
- Proficiency in monitoring tools (e.g., Splunk, SolarWinds, CloudWatch).
- Knowledge of DevOps automation (e.g., PowerShell, Bash, Ansible, Terraform).
- Familiarity with CI/CD concepts and tools (e.g., Jenkins, GitLab CI).
- Understanding of networking, security, and compliance fundamentals.
- Excellent written and verbal communication for documentation and mentorship.
- Ability to work collaboratively across multiple technical teams.
**Required Education & Certifications:**
- Associate or Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent practical experience).
- Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified: Modern Desktop Administrator, AWS Certified Solutions Architect – Associate, or similar) preferred.
Jersey city, United states
On site
10-09-2025