a. Communicate with customers to identify and scope issues. b. Determine appropriate resolution tier (resolve or escalate). c. Gather information from customers as needed to demonstrate the problem or determine appropriate fix. d. Test and implement fix. e. Manage customer account access and authenticate identity. f. Communicate with customers on resolution, how to avoid recurrence, and any future action items.

a. Create and configure hosting, storage, and computing accounts in cloud services. b. Access and transfer data between systems and services. c. Write basic scripts to facilitate configuration and updates to cloud accounts. d. Use shell scripts to automate common tasks. e. Troubleshoot availability and performance issues. f. Conduct research using internal documentation and resources to resolve assigned issues. g. Coordinate with engineering team for more complex issues requiring escalation.

a. Work within existing task assignment and record-keeping systems. b. Open, respond, manage, and close tickets. c. Document resolution information. d. Update documentation on configuration and status of servers. e. Research past resolutions and clean up notes/records on architecture and data flow diagrams or related documents.