We are seeking a Senior Operations & Maintenance Support Specialist to provide advanced technical support with specialized focus on Kubernetes and Virtual Desktop Infrastructure VDI in a government environment. This role combines Tier 1 and Tier 2 Site Reliability Engineering SRE support responsibilities with deep technical expertise in Azure Kubernetes Services and VDI technologies. The ideal candidate will serve as a technical escalation point mentor junior team members and provide expert-level troubleshooting for complex cloud infrastructure and application issues while ensuring system reliability and optimal user experiences. Must be a US citizen and an active TSSCI security clearance is required for this position.
Sign-on Bonus available
Responsibilities include:
• Serve as first point of contact for end-user technical support requests related to cloud services hosted applications and VDI functionality, providing responsive customer service and executing deep troubleshooting. • Create, update, and maintain technical support tickets in Jira with accurate documentation, proper categorization, and tracking of resolution times to maintain SLA compliance. • Escalate complex issues to Tier 3 support teams SREs and Platform Engineers with comprehensive documentation, coordinating with Development DevOps and Architecture teams for resolution. • Manage VDI technologies, including troubleshooting and repairing User Virtual Machines UVMs, building and deploying base images for supported operating systems, and patching running UVMs. • Build package, deploy, and manage Salt States to install applications in virtual machines, operating the Salt Master for application deployment across the VDI environment. • Monitor system performance, identify patterns indicating systemic issues, and support maintenance windows with user communication during planned outages. • Maintain and update knowledge base articles, contribute to support procedures and troubleshooting guides, and participate in continuous service improvement initiatives. • Work with cloud providers for Tier 1 and Tier 2 support issues escalating Tier 3 issues appropriately. • Other duties as assigned.
Technical Experience & Qualifications
Must be a US citizen.
Education: Bachelors degree in Computer Science, Information Technology, or related technical field.
Experience: Minimum 6 years of professional experience in technical support operations SRE or infrastructure engineering roles.
Security Clearance: Active TSSCI clearance Required.
Kubernetes Expertise: Advanced hands-on experience with Kubernetes or Azure Kubernetes Services AKS, including troubleshooting pods, services, deployments, networking, and cluster operations.
VDI Expertise: Deep experience with Virtual Desktop Infrastructure technologies, particularly Azure Virtual Desktop AVD, including architecture, troubleshooting, and optimization.
Configuration Management: Advanced proficiency with Salt, Ansible, or similar configuration management tools, with experience developing complex automation.
Containerization: Strong experience with Docker container troubleshooting and containerized application support.
SRE Practices: Understanding of Site Reliability Engineering principles, including monitoring, incident response, and system reliability.
Cloud Platforms: Advanced knowledge of Azure cloud services, with focus on compute, networking, and storage.
Operating Systems: Expert-level troubleshooting in Windows and Linux environments.
Monitoring & Observability: Experience with Azure Monitor, Prometheus, Grafana, or similar monitoring tools for Kubernetes and infrastructure.
Scripting & Automation: Proficiency in PowerShell, Python, or Bash for automation and troubleshooting.
Incident Management: Advanced experience with Jira or similar systems, including leading complex incident resolution.
Technical Leadership: Proven ability to mentor team members and provide technical guidance.