Cloud IT Support Consultant

Cloud IT Support Consultant

Full time / Permanent
Location: Western Canada

Due to continued, robust growth in our SAP Cloud and AWS managed services offering, Vision33 is hiring a Cloud Support Consultant.
The Opportunity

In this role you will work with our TotalCare Support Team to provide Tier 2 client infrastructure support. This role operates within a high-paced, high-volume support desk, responsible for handling a continuous flow of tickets, requests, and escalations across multiple systems and platforms.

The environment requires rapid triage, effective prioritization, and the ability to manage multiple concurrent issues while maintaining service quality and meeting defined SLAs. This role is critical to enabling client operational success and supports our B1 Cloud service for our clients.

Responsibilities are performed under time-sensitive conditions, often involving urgent customer impacting issues alongside routine operational tasks. The role demands strong technical troubleshooting skills, frequent context switching, and the ability to make accurate decisions with limited information.

This role requires working in Pacific Time (PST) hours. Candidates working in Mountain Time (MST) may also be considered, provided they can align with the required working hours.

As a Cloud Support Consultant, you will:

- Manage client incidents end-to-end — from identifying and troubleshooting issues to
resolving complex escalations within Windows and Linux server environments.

- Administer end-user and security profiles across 100+ servers.

- Configure, deploy, and maintain AWS cloud environments, leveraging tools such as
CloudWatch and CloudTrail for proactive monitoring and performance optimization.

- Perform advanced troubleshooting and system restores in AWS, including Windows
Server and SUSE Linux.

- Conduct root cause analyses (RCA) and implement corrective and preventive
measures.

- Develop and maintain automation scripts using PowerShell and Bash to streamline
operations and reduce costs.

- Configure and support web and application services such as IIS, Apache, Nginx, and file/print services.

- Coordinate and execute standard server maintenance and backup programs, ensuring reliability and assisting customers with restores when required.

- Create and maintain internal documentation for support procedures and best practices.

Success in this environment requires:

- The ability to process and resolve a high volume of requests efficiently.

- Strong organizational and time-management skills.

- Comfort working under constant demand and changing priorities.

- Clear, professional communication with both technical and non-technical stakeholders.

- The ability to remain calm, focused, and effective under pressure.

Must-have skills and experience:

- Have a minimum of 5 years of hands-on experience working with AWS cloud environments, with strong troubleshooting and infrastructure support skills.

- Have a minimum of 5 years of experience supporting network infrastructure, including routers, firewalls, and related networking technologies.

- Be a self-motivated and independent problem-solver who enjoys digging into complex issues, taking ownership, and confidently triaging challenges with minimal direction.

- A Bachelor degree or an equivalent combination of education with a minimum of 5 years’ experience working in a client-facing support role.

- Proven experience supporting Windows and Linux systems in mission-critical environments.

- Demonstrated competency in server administration and security protocols.

- Knowledge and exposure configuring routers and firewalls.

- Scripting experience using Python, Bash, Ruby, or Power Shell.

- Familiarity with support ‘best practices’ (e.g. ITIL Framework).

- Experience supporting servers in an AWS (or other cloud environment).

- Knowledge and experience supporting ERP solutions.

Nice-to-have skills and experience:

- Exposure to SAP Business On