Specialist Compute Service Operations

The XTIUM global team is composed of diverse and talented professionals united by a commitment to excellence and continuous improvement. We embrace challenges, maintain open communication, and collaborate effectively. Our team members take ownership of their work, focus on learning and growth, and hold themselves accountable to colleagues and customers. Together, we push boundaries, make an impact, and inspire each other to reach our full potential.

Key Responsibilities

- Utilize the Zoho ticketing system to manage trouble tickets, including adhering to policies, procedures, escalations, and performance measurements.
- Maintain and update all assigned tickets promptly while tracking ticket history accurately.
- Generate reports from the Zoho ticketing portal and manage Knowledge Base articles by uploading and searching as needed.
- Ensure tickets are properly closed once issues are resolved and all assigned tasks are completed.
- Demonstrate strong expertise in Microsoft Windows Server and client-end configuration, troubleshooting, and remote deployments.
- Deploy and manage Windows Active Directory, including troubleshooting and pulling reports.
- Apply Group Policies effectively and install server roles and features with a clear understanding of their purposes.
- Manage File Share servers and provision, maintain, and administer Windows Server versions 2012, 2016, and 2019.
- Work with virtualization technologies such as ESXi, KVM, and Hyper-Converged systems, managing VMware, KVM, Nutanix environments, and virtual machines.
- Perform live migrations, monitor clusters and data stores, and oversee resource utilization at both VM and host levels.
- Possess foundational networking knowledge, including VPNs, subnetting, IPv4, DHCP, TCP/IP, DNS, LAN, WAN, and firewall configurations.
- Create, manage, and troubleshoot VPNs, port rules, DNS, and DHCP settings.
- Provide Level 1 and Level 2 support via phone, greeting customers professionally and maintaining minimal response times.
- Monitor Zabbix alerts and escalate issues to appropriate teams promptly.
- Respond immediately to disaster situations such as host or ISP outages by contacting relevant personnel and reporting incidents.

Required Qualifications

- Minimum of an Associate’s degree in a related field preferred; a Computer Science degree with at least 3 years of relevant experience is required.
- Proven ability to work independently and collaboratively, demonstrating a strong sense of urgency and problem-solving skills.
- Excellent communication skills, including written, verbal, and presentation abilities.
- Strong capability to follow and document standard processes and procedures accurately.
- Ability to remain calm and maintain a positive attitude under pressure in a fast-paced environment.
- Flexibility to work assigned shifts and participate in on-call rotations.
- Proficient in Group Policy Management, VMware, Nutanix, and Active Directory.
- Skilled in handling support calls with proper phone etiquette and able to take lead roles during mission-critical issues.
- Excellent command of English, both spoken and written.

Preferred Qualifications and Benefits

- Experience working remotely is supported, allowing flexibility in work location.
- Opportunity to be part of a dynamic, growth-oriented global team focused on continuous improvement and collaboration.
- Exposure to cutting-edge virtualization and server management technologies.
- A culture that values ownership, accountability, and professional development.

This role offers a challenging yet rewarding environment for IT professionals eager to advance their technical skills and contribute to a high-performing team.