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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive experience in providing Tier 2 client infrastructure support, with a strong focus on AWS cloud environments, Windows and Linux server administration, and advanced troubleshooting. Proficient in scripting and automation to enhance operational efficiency and reduce costs.
Highest-signal resume keywords
AWS Cloud EnvironmentsWindows Server AdministrationLinux Server AdministrationTroubleshooting SkillsNetwork Infrastructure Support
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Server AdministrationScripting (PowerShell, Bash, Python, Ruby)Incident ManagementRoot Cause AnalysisPerformance Optimization
Soft Skills
Client-Facing SupportProblem-SolvingCommunication
Tools & Technologies
CloudWatchCloudTrailIISApacheNginxZendeskSmartsheet
Industry Keywords
ITIL FrameworkERP SolutionsSecurity ProtocolsNetworking TechnologiesSAP Business One
Tech Stack
Tools & technologiesApacheAWSCloudERPFirewallsLinuxNGINXPythonRuby
About the role
Key responsibilities & impact- Provide Tier 2 client infrastructure support through the TotalCare Support Team
- Handle a continuous flow of tickets, requests, and escalations across multiple systems and platforms
- Rapidly triage, prioritize, and manage concurrent issues while meeting defined SLAs
- Manage client incidents end-to-end, including troubleshooting and resolving complex escalations in Windows and Linux server environments
- Administer end-user and security profiles across more than 100 servers
- Configure, deploy, and maintain AWS cloud environments
- Use CloudWatch and CloudTrail for proactive monitoring and performance optimization
- Perform advanced troubleshooting and system restores in AWS, including Windows Server and SUSE Linux
- Conduct root cause analyses and implement corrective and preventive measures
- Develop and maintain PowerShell and Bash automation scripts to streamline operations and reduce costs
- Configure and support IIS, Apache, Nginx, and file/print services
- Coordinate and execute server maintenance and backup programs
- Assist customers with restores when required
- Create and maintain internal support procedures and best-practice documentation
Requirements
What you’ll need- Minimum of 5 years of hands-on experience working with AWS cloud environments, with strong troubleshooting and infrastructure support skills
- Minimum of 5 years of experience supporting network infrastructure, including routers, firewalls, and related networking technologies
- Bachelor's degree or an equivalent combination of education with a minimum of 5 years' experience working in a client-facing support role
- Proven experience supporting Windows and Linux systems in mission-critical environments
- Demonstrated competency in server administration and security protocols
- Knowledge and exposure configuring routers and firewalls
- Scripting experience using Python, Bash, Ruby, or PowerShell
- Familiarity with support best practices, such as the ITIL Framework
- Experience supporting servers in an AWS or other cloud environment
- Knowledge and experience supporting ERP solutions
- Ability to work Pacific Time hours; candidates in Mountain Time may be considered if they can align with required hours
- Exposure to SAP Business One is an asset
- Experience with Smartsheet or similar project/task management tools is an asset
- Experience with Zendesk ticketing system is an asset
Benefits
Comp & perks- Competitive total rewards program
- Employer investment in employee growth, well-being, and success
- Collaborative, people-first team culture
- Knowledge sharing and peer support