Cloud Support Engineer

Cloud at Work

93d • $70,000 - $95,000

About The Position

Cloud at Work, a division of Net at Work, is looking for an experienced support specialist to join our rapidly growing team. Reporting to the Client Experience Manager, the Cloud Support Engineer provides remote, second and third-level technical support for all Cloud at Work clients. On average, the Cloud Support Specialist II works towards resolving around 25 technical support issues daily, addressing service-related problems in the areas of Windows Desktop and Server, Virtual Servers, Barracuda Firewalls, Office 365, and related technologies. Our service delivery model is based on a high-touch, white glove-style service for our clients. We strive to be a technical advisor for our clients, as well as a strategic partner to ensure the best client experience possible. Exceptional client relationships drive our success! Successful candidates are experienced with Infrastructure as a Service (IaaS) solution hosted in Microsoft Azure, in addition to private cloud solutions. The candidate is self-motivated, possesses a sense of urgency, and demonstrates critical thinking and exceptional documentation and interpersonal skills. Strong familiarity with Cloud technologies and a desire for immaculate customer service is preferred.

Requirements

• Public Cloud: Azure (required) and Amazon AWS experience a plus.
• Microsoft Certifications: AZ-104 strongly desired, other certifications are favorable.
• 3+ years’ experience in a Cloud Help Desk/Technology environment (Microsoft Azure experience is required).
• Proven history of supporting Windows Server core technologies: Core Operating System including resource monitoring, Active Directory, Microsoft DNS, SQL and Remote Desktop Services helpful.
• Intermediate experience using PowerShell to investigate and remediate issues locally and in Microsoft Azure.
• Proven troubleshooting and analytical skills, including documentation of discovered details and changes.
• Ability to prioritize and manage time effectively.
• Team Player.
• Passionate about and dedicated to a premium client experience.
• Excellent written and verbal communication skills.
• Outstanding attention to detail.
• Strong documentation skills.
• VCP Certification a plus.

Nice To Haves

• Technology Skills: Windows Server 2012/2016/2019/2022/2025.
• Virtualization Technologies – vSphere/ESXi/vCloud a plus.
• IIS/SMTP a plus.
• MSSQL 2016/2017/2019/2022.
• Networking Technologies experience a plus (Firewall/VPN/Routing).
• Understanding of replication technologies.
• Microsoft 365 Modern Work experience a plus.
• Familiarity with ITIL practices such as Change Management and Incident/Issue Management and Compliance controls.

Responsibilities

• Be an integral part of our growing Cloud Team, aiding and supporting the team and our client base with positivity, integrity, and dedication to the end-user experience.
• Perform analysis and remediation activities for customers hosted in our Private Cloud and Microsoft Azure.
• Perform remote analysis, diagnosis, and resolution of server technologies issues, including desktop and end-user technology issues.
• Document all troubleshooting steps in the Service Desk system.
• Provide assistance to client end-users as requested by the Service Delivery Manager.
• Utilize common MSP Tools such as Service Desk, Remote Machine Management, Password Vault and Identity Management tools to drive efficiency across the client base.
• Ensure Customer Satisfaction and Strong customer service focus with excellent communication skills and a proactive attitude.
• Work with the Cloud Team and Client Experience Manager to escalate trouble tickets.
• Stay current with industry and technology news, trends, and best practices.
• Provide after-hours support as part of an on-call rotation.

Benefits

• Base salary range: $70,000 to $95,000.
• This position is also eligible for a bonus in accordance with the terms of the Company's plan.
• Health and Welfare (Medical, Dental, Vision).
• Accident, Critical Illness, and Hospital Indemnity.
• Employee Assistance Program (EAP).
• Life and AD&D Insurance.
• Short- and Long-Term Disability Insurance.
• Flexible Spending Accounts.
• Transportation and Parking Accounts.
• Health Savings Accounts (with company contribution).
• Retirement Planning (401k with matching contribution).
• Legal Benefits.
• Identity Theft Protection.
• Pet Insurance.
• Wellness Program Offerings.
• Paid Time Off, accrued per pay period based on years of service starting at 15 days annually.
• 8 Paid Holidays per year, including 1 floating holiday.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree
• Number of Employees: 101-250 employees