About Cloud At Work
Cloud at Work, a sister company of Net at Work, provides expert services and solutions to unleash the power of our customers’ businesses. Cloud at Work is a Sage-accredited Strategic Hosting Provider as part of the #SagePartnerCloud. Designed, developed, and managed by the most experienced Sage team in North America, no one Knows Sage applications and cloud technology like we do. Cloud@Work is the ultimate Sage Cloud experience giving you the efficiency and financial benefits of SaaS, with the confidence that your business is running in a secure and stable environment. We deliver the most scalable technology and best user experience by seamlessly leveraging your trusted Sage business partner and our years of expertise in both Sage applications and cloud hosting technology.
About This Position
Cloud@Work, is looking for an experienced support specialist to join our rapidly growing team. Reporting to the Service Delivery Manager, the Cloud Support Specialist provides remote, third-level technical support for all Cloud clients. On average, the Cloud Support Specialist III works towards resolving 20+ technical support issues daily, addressing service-related problems in the areas of Windows Desktop and Server, Virtual Servers, Barracuda Firewalls, VPN, Office 365, and similar 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 self-motivated, possess a sense of urgency, and demonstrate critical thinking and exceptional interpersonal skills. Strong familiarity with Cloud technologies and a desire for immaculate customer service is preferred.
Job 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 remote analysis, diagnosis, and resolution of desktop and end-user technology issues.
- Document all troubleshooting steps in the ConnectWise Manage Ticketing system.
- Provide assistance to client end-users as requested by the Service Manager.
- Utilize MSP Tools such as ConnectWise Manage, Automate, ConnectWise Control, and IT Glue to drive efficiency and leverage across the client base.
- Ensure Customer Satisfaction and Strong customer service focus with excellent communication skills and a proactive attitude.
- Work with the Onboarding Engineers Cloud Team daily.
- Attend daily/weekly/monthly department meetings.
- Stay current with industry and technology news, trends, and best practices.
- Provide after-hours support as part of an on-call rotation.
Job Requirements
- 3+ years’ experience in a Help Desk/Technology environment (Cloud experience is preferred).
- Working knowledge of supporting IAAS in a Private Cloud and the Public cloud (Azure).
- Excellent troubleshooting and analytical skills.
- Ability to prioritize and manage time effectively.
- Team Player
- Passionate about, and dedicated to, the client experience.
- Excellent written and verbal communication skills.
- Outstanding attention to detail
- Strong documentation skills
- AZ-104 Certification a plus
- Microsoft Certifications a plus
- VCP Certification a plus
Technology Skills
- Windows Server 2012/2016/2019/2022
- Virtualization Technologies – vSphere/ESXi/vCloud a plus
- IIS/SMTP a plus
- VMWare knowledge a plus
- SSL Certificate management
- MSSQL 2016/2017/2019/2022
- Firewall Technologies experience a plus
- Understanding of replication technologies – Backup/Restores
- Microsoft Office 365
- Public Cloud: Azure, Amazon AWS experience a plus
- Familiarity with ticket time entry
- Printer Support
- Remote Desktop Services, RDWeb
- Registry Management
- AD/GP
Compensation And 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.
Please note that the quoted pay range for this job is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) experience, including industry or product-specific experience, education, knowledge, skills, and abilities, as well as internal equity, alignment with market data, and/or other applicable laws.
Benefits
We provide competitive, affordable, and diverse benefit programs that support your total health – from healthy body to healthy mind. These benefits support you and your family in all aspects of life:
- 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.
The compensation and benefits information is accurate of the date of this posting and subject to plan eligibility. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.
The Company expects to accept applications for this position until August 22, 2024 but encourages interested applicants to apply as soon as possible. We will review this information and one of our Talent Acquisition professionals will reach out if your background aligns to the positions.
EOE/Diversity & Inclusion Statement
Cloud at Work is dedicated to unleashing the power and potential of our employees and teams by creating a vibrant and inclusive workplace where each employee can be their best. We are committed to fostering, cultivating, and preserving a culture of diversity and inclusion. We embrace and encourage equitable treatment of our employees and strive to create a work environment free of discrimination at all organizational levels and in all forms. Cloud at Work recognizes the rights of all individuals to mutual respect and the acceptance of others without biases based on differences of any kind.
Cloud at Work is a proud equal opportunity employer. We are committed to fair hiring practices and to creating a welcoming environment for all team members that is free of discrimination and harassment. All employment decisions at Cloud at Work are based on business needs, job requirements, and individual qualifications without regard to race, color, religion or belief, family or parental status, gender, gender identity or expression, sexual orientation, national origin, veteran or disability status, or any other status protected by the laws or regulations in the locations where we operate.
