• Independently manage an assigned ticket queue from intake through closure, ensuring SLAs are consistently met • Provide L2 technical support for hardware, software, Microsoft 365, network connectivity, identity, and productivity tools • Troubleshoot and administer Microsoft 365 services including Exchange Online, Teams, SharePoint, OneDrive, and Intune • Support Azure AD / Entra ID for identity and device management • Administer and troubleshoot Active Directory and Windows Server environments, including user/group management, GPOs, and basic server issues • Provide support for macOS and Apple devices, including configuration, MDM enrollment, and end-user troubleshooting • Document all cases clearly and accurately within the company’s ticketing platform (ServiceNow, Jira, Zendesk, or similar) • Produce weekly support reports summarizing ticket volume, recurring issues, SLAs, and queue updates • Proactively follow up with end users on open tickets and ensure timely resolution • Identify recurring problems and recommend improvements in processes, documentation, or configuration • Maintain and update internal knowledge base articles and end-user documentation • Collaborate closely with US-based IT leadership on escalations and larger IT initiatives • Maintain and update internal knowledge base articles and end-user documentation

• Provides essential frontline technical support to end users for all areas of the business • Provides level-two support to remove obstacles keeping business users from performing work normally • Performs advanced troubleshooting and drive solutions using specialized expertise • Accountable for the installation, maintenance and support of various hardware and software components, as well as peripherals • Responsible for receiving and handling user requests for support in accordance with established procedures • Promptly respond to these requests by providing information to resolve the issue or escalate the ticket as needed • Maintain detailed records of actions taken and provides technical expertise to ensure that operational procedures are correctly applied • Participate in operational meetings and training sessions • Controls IT assets in one or more significant areas, ensuring that administration of the acquisition, storage, distribution, movement and disposal of assets is carried out • Uses system management software and tools to collect agreed performance statistics

• Supports IT operations and end users for hotels and associates in the field. • Defines equipment needs of computer systems hardware and assists in the acquisition of IT equipment. • Prepares and maintains IT equipment inventory for the company. • Prepares and maintains Software License inventory for the company. • Contracts with management specialists, technical personnel, or vendors to solve problems. • Performs and Reports on IT Audits. • Analyzes workers job duties and workers’ technical skills and recommends training. • Prepares proposals of systems analysis, programming, and computer services. • Assists staff to diagnose and solve computer equipment problems through on-site or remote assistance. • Travel on business is required.

Role Description Support and evolve complex global cloud environments in Canada, the United States, and Europe with scalability, reliability, and compliance in mind. - Adopt new tools, automate manual tasks, and improve deployment workflows as our platforms and customer requirements grow. - Learn our environments quickly, develop deep system knowledge, and eventually support onboarding and mentoring future hires. - Take ownership of day-to-day operational tasks, incident investigation, monitoring, and environment maintenance, and the full lifecycle of customer support requests. - Ensure Collabware’s products remain fast, reliable, secure, and compliant—and be a responsive, knowledgeable resource for customers who need help. Qualifications - Strong troubleshooting and investigative mindset—able to follow clues, isolate issues, and diagnose complex problems. - Experience in CloudOps, Site Reliability Engineering, DevOps, Network Operations, or data center operations. - Strong understanding of cloud platforms (Azure preferred; AWS/GovCloud experience an asset). - Knowledge of Kubernetes, container runtimes, and distributed systems. - Familiarity with monitoring/observability tools (Grafana, Prometheus, LogScale, ELK, etc.). - Ability to work independently and handle tasks without constant oversight. - Customer-facing communication skills—able to explain technical issues clearly to both technical and non-technical audiences. - Comfortable adjusting working hours to support global environments (flexible or East Coast preferred). - Strong scripting experience (PowerShell, Bash, Python). - Experience with ticketing and support platforms (e.g. Zendesk, Jira Service Management or similar). Requirements - 3–5+ years experience in CloudOps, SRE, DevOps, or similar technical operations roles. - Experience maintaining distributed systems, cloud workloads, or regulated environments. - Experience with Azure, Kubernetes, and Terraform/IaC strongly preferred. - Exposure to government or security-compliant environments (e.g., FedRAMP, NIST, SOC2). - Prior experience supporting production workloads in global or multi-timezone environments. - Prior experience in a customer-facing technical support or managed services role an asset. - Post-secondary education in Computer Science, Information Systems, Cloud Computing, or equivalent experience. Benefits - Unlimited Vacation – You must take at least 3 weeks’ off per year! - Health, Dental, and Vision benefits that start Day 1. - Growth Opportunities – Early on, you’ll be put on our Growth Framework to plan your career. - Stock Options. - Yearly $1,000 Technology stipend for your personal use – like AirPods, GPUs, smartwatches – anything tech really! - Yearly $1,000 Career Development stipend for courses, conferences, books, and anything else that sharpens your skills! - Yearly $1,000 Extended Health stipend. - Social Gatherings & Friday Lunches.