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Help Desk Support 3

Skills
Cloud ComputingMicrosoft AzureArchitectureCloud DevelopmentEngineeringHelp Desk SupportIT Escalation
Role

What the job involves

The main requirements, responsibilities and hiring steps.

Requirements

  • Bachelor’s degree in Computer Science or related technical field
  • 2–4 years of cloud engineering experience
  • Experience responding to end-user requests via phone email or ticketing systems
  • Proficiency with enterprise ticketing tools such as ServiceNow or HPESM
  • Strong understanding of Azure administration and cloud architecture
  • Familiarity with CI/CD and DevSecOps toolchains
  • Security+ certification
  • U.S. Citizenship and ability to obtain a DoD Top Secret clearance

Nice to have

  • Active DoD Top Secret clearance
  • Active Security+ certification
  • Microsoft Azure Associate certification
  • DISA STIG experience
  • DoD SRG knowledge
  • NIST SP 800-53 knowledge

Day to day

  • Provide Tier 1 technical assistance to NAVFAC Cloud users and Mission Owners for CSM service issues.
  • Manage support interactions across phone email and ticketing systems while creating tracking and escalating tickets as needed.
  • Troubleshoot access issues basic infrastructure problems and Azure cloud service interruptions to support fast resolutions.
  • Track service metrics and reporting data including ticket volume resolution time escalation rate and user satisfaction.