Cloud Support Engineer

CACI•Hanover, MD

2d•Onsite

About The Position

CACI is seeking a Tier 1 / Tier 2 Cloud Support Engineer to support our Enterprise Cloud Solutions customers. This role operates during East Coast business hours and serves as the frontline point of contact for end-user support via phone, instant messaging, and email. You will work alongside a collaborative team of cloud professionals to ensure our customers experience minimal disruption and receive timely, high-quality assistance. Day-to-day responsibilities range from handling routine service requests — such as password resets, access provisioning, and AWS Workspace troubleshooting — to progressively more complex tasks including cloud networking diagnostics, identity and access management issues, and VPN support. This is an excellent opportunity for a motivated support professional to grow their cloud skills in a structured, mission-focused environment.

Requirements

Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field; or equivalent practical experience
3+ years of experience in a help desk, IT support, or cloud support role (Tier 1 or Tier 2)
Availability to work East Coast business hours (9:00 AM – 5:00 PM ET window)
Experience supporting end-users via phone, email, and IM-based ticketing platforms
Familiarity with cloud environments, particularly AWS (e.g., EC2, VPC, IAM, AWS Workspaces)
Working knowledge of identity and access management concepts and tools (e.g., Okta, Active Directory, SSO, MFA)
Experience with VPN client support and basic network connectivity troubleshooting
Strong written and verbal communication skills with a customer-first mindset
Ability to clearly document issues, steps taken, and resolutions in a ticketing system
Ability to multitask across phone, IM, and email support channels in an environment with SLAs
Experience administering Linux/Unix and Windows systems, including common tasks such as user management, file permissions, service configuration, and log review
Ability to perform basic infrastructure and systems administration tasks in support of a managed cloud environment
The desire and ability to learn new technologies and tools

Nice To Haves

Experience with AppGate or similar software-defined perimeter / ZTNA VPN solutions
Hands-on experience with AWS Workspaces administration and troubleshooting
Familiarity with cloud networking concepts such as VPC routing, security groups, DNS, and firewall rules
Experience with Okta administration including user lifecycle management, MFA configuration, and SSO integrations
Exposure to ITSM / ticketing platforms such as Zendesk, ServiceNow, Jira Service Management, or similar
Familiarity with Docker and containerized workloads, including basic container lifecycle management and troubleshooting
CompTIA A+, Network+, Cloud+, AWS Cloud Practitioner, or equivalent entry-level certification

Responsibilities

Serve as Tier 1 / Tier 2 support for users of our Enterprise Cloud Solutions products via phone, IM, and email during East Coast business hours
Handle routine service requests including password resets, permissions/access requests, and account provisioning
Troubleshoot and resolve issues with AWS Workspaces, including connectivity, performance, and configuration problems
Escalate and track complex incidents using the team's ticketing system, ensuring accurate documentation and timely follow-up
Assist users with identity and access management (IAM) issues, including cloud role permissions, IDAM, authentication and SSO problems
Support VPN-related inquiries and connectivity issues (i.e. AppGate) for remote end-users
Perform initial cloud networking diagnostics and assist with escalations related to routing, DNS, and firewall access
Document recurring issues and contribute to the internal knowledge base to reduce repeat ticket volume
Collaborate with senior cloud engineers and operations staff to resolve complex or multi-tier incidents
Communicate clearly and professionally with end-users at varying levels of technical proficiency
Participate in team standups and contribute to continuous improvement of support processes