Cloud Desktop Support Technician, 3rd Shift

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. This role is an opportunity to support and maintain complex cloud and hybrid IT environments while serving as an escalation point for challenging technical issues. You’ll work across Microsoft Azure, VMware vSphere, Windows, Linux, networking, security, and monitoring platforms. The position combines hands-on troubleshooting with automation, operational improvement, and customer-facing technical support. You’ll investigate incidents, resolve escalations, manage infrastructure configurations, and help prevent recurring problems through data-driven analysis. You’ll also mentor junior technicians and collaborate with Tier 2/3 specialists and cross-functional teams on complex issues and projects. Working directly with clients, you’ll translate technical problems and solutions into clear, business-focused communication. The role follows a 3rd-shift schedule from Sunday through Wednesday, with consistent working hours and a remote LATAM environment. Accountabilities - 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. Requirements - 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.