• Collaborate with Product, Customer Support, and Operations teams and serve as technology first responder to efficiently resolve escalated issues • Coordinate with and train additional team members (including offshore team members) to ensure 24/7 support • Monitor production systems for performance, availability, and reliability • Respond to and manage production incidents, triaging and performing root cause analysis and help implementing fixes to prevent recurrence • Develop, maintain, and optimize monitoring and alerting systems to proactively identify issues • Analyze system performance and identify areas for improvement • Collaborate with engineering teams to optimize application and infrastructure performance • Implement and manage capacity planning and scaling strategies • Automate repetitive tasks and processes to increase operational efficiency • Develop and maintain scripts and tools for system management and monitoring • Implement and maintain SRE principles, including service level objectives (SLOs), service level indicators (SLIs), and error budget • Participate in the design and implementation of disaster recovery and high-availability solutions • Maintain comprehensive documentation for systems, processes, and incident management procedures • Create and deliver regular reports on system health, incident trends, and performance metrics • Work closely with development teams and SaaS vendors’ product teams to ensure new features and changes are reliable and scalable • Partner with SaaS vendors to ensure timely resolution of platform issues, enforcing SLAs for urgent issues and monitoring backlog remediation for items with lower priority or longer lead times • Communicate effectively with stakeholders to provide updates on incident resolution and system status • Stay current with industry trends, technologies, and best practices in SRE and production support • Propose and implement improvements to processes, tools, and systems • Perform other duties as assigned

• Provide support for corporate applications and production environments; • Perform analysis, diagnosis, and resolution of medium- and high-complexity incidents; • Monitor system and service health, ensuring environment availability; • Investigate failures in microservices-based architectures; • Perform troubleshooting in Linux environments; • Analyze application, container, and infrastructure logs; • Support deployment processes and validation of new releases; • Collaborate with development, infrastructure, and business teams to resolve issues; • Run queries and conduct database analyses to investigate incidents; • Document procedures, solutions, and technical analyses; • Participate in continuous improvement initiatives and operational automation.

Role Description We’re seeking an IT Support Technician with experience managing patching cycles, maintaining endpoint security, and supporting network and system configurations. This role is fully remote and requires someone who is self-driven, reliable, and comfortable maintaining a secure and well-documented IT environment from a distributed setting. Key Responsibilities: - System & Endpoint Patching: - Perform scheduled patching and updates for Windows, MacOS and/or Linux servers. - Patch and update desktops, laptops, and other endpoint devices via centralized management tools (SCCM, Intune, JAMF, WSUS, etc.). - Verify patch compatibility and resolve any failed patch deployments. - Maintain patch compliance dashboards and produce periodic reports. - Network & Infrastructure Support: - Remotely configure and update network equipment (switches, firewalls, routers, wireless APs). - Support firmware updates, port configurations, and basic network troubleshooting. - Maintain accurate documentation of network settings, diagrams, and change logs. - Familiarity with VPN setup and configuration (IPSEC and SSL VPN). - Endpoint & System Administration: - Google Workspace, Microsoft365, AWS system administration and support. - Remotely provision and support workstations and mobile devices. - Troubleshoot hardware, operating system, and software issues using remote tools. - Manage identity and access requests (Active Directory, Azure AD, MFA). - Support peripheral device configurations through remote management systems. - Monitoring & Security: - Monitor environments for outages, vulnerabilities, and performance issues. - Perform high level log analysis. - Ensure systems meet security and patching requirements. - Assist with EDR/antivirus deployment, updates, and alert response. - Perform vulnerability scanning and remediation on in scope assets. - General IT Support: - Provide Tier 1–2 technical support to users across US time zones. - Track issues and resolutions using an IT ticketing system. - Participate in remote project work, migrations, and system upgrades. - Contribute to process documentation and continuous improvement. Qualifications - 2–4+ years of IT support or systems administration experience. - Strong background in patching servers, desktops, and endpoint devices. - Experience with remote management tools (Intune, SCCM, RMM platforms, etc.). - Knowledge of networking fundamentals (VLANs, DNS, DHCP, routing/switching). - Experience configuring and updating network devices (Cisco, Ubiquiti, Fortinet, etc.). - Familiarity with Windows Server, Windows OS, macOS; Linux experience is a plus. - Strong troubleshooting and communication skills in a remote environment. - Highly organized with the ability to manage tasks independently. Preferred Skills (Nice to Have) - Experience with scripting or automation (PowerShell, Bash). - Exposure to virtualization technologies (VMware, Hyper-V). - Basic cybersecurity knowledge and familiarity with best practices. - Prior experience in a distributed or fully remote IT environment. - Excellent remote communication skills (written and verbal). - Strong ownership mindset and ability to prioritize independently. - Detail-oriented with strong documentation habits. - Team-oriented and proactive. Company Description CKCODECONNECT is an Equal Opportunity Employer and does not discriminate based on race, age, color, religion, sex, sexual orientation, gender identity, national origin, veteran, disability status or any other characteristic protected by applicable law.

• Act as the primary point of contact for our external facing teams. • Investigate "stuck" orders or inventory sync issues. • Learn to perform "Customer Change Requests" (CCRs). • Translate customer frustrations into clear reports for engineers. • Participate in the Weekly Operational Health Sync.