The Client Care Representative serves as the primary point of contact for customers, managing support tickets and coordinating field engineer schedules. They are responsible for maintaining accurate CRM records and improving service delivery workflows to ensure high customer satisfaction.
The role involves resolving escalated L3 incidents, performing root cause analysis, and managing hybrid cloud infrastructure. It also requires mentoring L1/L2 engineers and participating in a rotational on-call schedule for P1/P2 incidents.
The IT Knowledge Specialist will build and maintain knowledge base content while partnering with leadership to shape the organization's knowledge strategy. They will utilize AI tools to identify gaps and generate documentation to ensure support teams and clients have access to accurate, searchable information.
The Solutions Engineer will consult on the design and delivery of IT solutions, including cloud migrations and managed service plans, while acting as a trusted advisor to clients. They are responsible for assessing IT environments, developing statements of work, and delivering quarterly business reviews to ensure client success.
The Senior Azure Administrator will manage the Azure foundation, security posture, and platform readiness during a migration to Microsoft Power Platform. They will also provide governance, support for external implementation partners, and maintain environment documentation.
The Patch Engineering Lead manages and executes patch management and vulnerability remediation processes to maintain IT infrastructure security. They collaborate with IT and security teams to assess, prioritize, and deploy patches while ensuring compliance with industry standards.
