Technical Support Analyst

Cakes Technology Inc. is seeking a Technical Support Analyst to provide hands-on IT technical services and operational support for the corporate infrastructure. This onsite role in Houston, TX supports on-premises environments as well as cloud systems in Amazon and Azure, with an emphasis on setup, installation, configuration, maintenance, monitoring, and troubleshooting.

The position includes responding to incidents and service requests, helping drive resolutions with the right internal or external resources, and maintaining clear documentation for current systems, processes, and procedures. Support activities are expected to follow ITIL practices, including Change, Incident, and Problem Management.

What You Will Do

• Deliver IT technical services to clients and help ensure processes align with the shared-services delivery model.
• Provide operational support for the corporate infrastructure, with primary focus on ongoing system maintenance.
• Set up, install, configure, and maintain Amazon, Azure, and on-premises systems, including hardware, operating systems, and applications.
• Install and repair network infrastructure.
• Test and implement updates, including firmware, system patches, and application upgrades.
• Troubleshoot and resolve hardware, software, application, and other IT equipment issues, engaging internal or external resources when problems are complex.
• Monitor overall IT environment performance and make recommendations for improvements.
• Respond to incidents, requests for service, and support inquiries, and coordinate resolution efforts as needed.
• Document and maintain current systems, processes, and procedures.
• Support ITIL methodologies, ensuring Change, Incident, and Problem Management are reflected in infrastructure and system support.

Requirements

• Bachelor's Degree (preferred)

Technologies

• Amazon
• Azure
• On-premises
• ITIL

Benefits

• Dental insurance
• Life insurance
• Paid time off
• Vision insurance

Work Location

In person (Houston, TX)