Platform Support Technician

About Appspace:

At Appspace, we’re passionate about creating better work experiences for people everywhere, and we’re looking for people that feel the same way. Our global office locations and flexible work culture help you work wherever and however you’re at your best. Plus, we take the time to help you enjoy your work, build lasting connections, and grow your role. Join the Appspace team and be a part of a culture that’s helping people everywhere love where they work.

Your Role as an 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 an 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.

Minimum Job Requirements:

• High school diploma or equivalent.
• 5-7 years of experience in IT support or a related field.
• Basic understanding of Cloud computing concepts.
• Hands-on experience provisioning, managing, and decommissioning cloud services within a Tier 1 Cloud platform like Microsoft Azure or Google Cloud.
• Experience with ticketing systems and IT service management principles (ITIL a plus).
• Strong problem-solving and analytical skills

Preferred Qualifications:

• Associate’s or Bachelor’s degree in Information Technology or Computer Science.
• Knowledge of scripting or programming languages, such as Python is highly-preferred.

The Perks of Working for Appspace:

For all our KL based team members, we offer a variety of benefits from competitive salaries, medical, dental and vision coverage, mental health resources, a 14 week maternity leave program and transport/parking allowance.

Additional perks include:

• 20 Days PTO

• Flexible work schedules

• Remote work opportunities

• Paid company holidays

• Appspace Quiet Fridays (No non-essential internal meetings scheduled)

• A casual dress work environment