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
C@W provides a white-glove Technical Onboarding for all new customers to ensure their success as they begin their journey in the Cloud. Our Onboarding Engineers drive the migration to the cloud for clients currently running Sage applications on-premises. The Onboarding Engineers are in charge of the migration from start to finish, working closely with the clients to ensure they are successful on our platform.
You will be building out new virtual servers on our VMWare backbone and in Azure on the Public Cloud, configuring a virtual firewall to keep them as safe as possible in the cloud, working with our application partners to ensure all software is installed correctly for the client, inviting the client into their new environment to test, and closing out the project once the client is live in the cloud.
You will act as their “personal” pilot to the cloud during their migration supporting them with any technical issues that pop up during their migration. Once our clients are Live in their new cloud infrastructure our amazing support team takes over any support-related requests. When not working on onboardings there are plenty of things to keep your day full. Acting as support escalations to our Support team, researching fixes to client alerts and many ad hoc projects are always in the mix. The team is busy and looking forward to learning more about you.
Job Responsibilities
- Manage new client onboardings, change requests, and upgrades. This includes building new virtual infrastructure, working with an Applications team to get the correct applications installed, and onboarding the client into their new infrastructure. The Engineer will remain in close contact with the client throughout this process, acting as their voice and bringing any issues back to the team to resolve.
- Serve as a Sales Engineer during onboarding as needed, facilitating change order requests, and implementing requested changes.
- Respond to tickets and requests from clients, partners, and internal teams following our SLAs.
- Serve as senior support escalation, i.e., Firewall Support, Server Troubleshooting, VPN Troubleshooting.
- Participate in after-hours on-call services. This is a rotational program amongst all team members to support after-hours needs through a 7-day rotation.
- Develop and create documentation for both internal and client-specific environments. This documentation will be entered into our repository to aid in future troubleshooting and act as a point of reference if/when needed.
- Special Projects assigned by the Onboarding Team Lead, including one-off server builds, Emergency/Last Minute Builds, Decommission Projects, etc.
Job Requirements
- Bachelor’s or Associate degree in a technology field or 5+ years of experience in a similar position.
- Experience/training in providing technical support.
- Ability to interface with individuals at all levels within a client’s organization in a professional manner and maintain constructive working relationships.
- Demonstrated success in working with people in establishing goals, objectives, and change management plans.
- Strong communication and collaboration skills.
- Perform a wide variety of duties and responsibilities with accuracy and speed under pressure of time-sensitive deadlines.
- Perform multiple tasks simultaneously, including handling interruptions, and returning to and completing tasks in a timely manner.
- Ability to easily adapt to and learn new technologies.
- Ability to maintain important records/notes efficiently and accurately.
- Ability to maintain confidentiality of information processed or prepared.
Technical Skills
Core Technical Skills or Experience:
Installation, Administration and Maintenance of Microsoft Windows Servers (2012 R2 through 2022) in virtualized (VMWare) and/or Public Cloud (Azure) hosted solutions. Strong hands on experience preferred.
Setup and ongoing maintenance of Microsoft Active Directory to include initial installation and configuration, extending to new sites, and troubleshooting the health of replication or domain functionality.
Firewall and Networking – Installation, Support and Maintenance of common Firewall appliances, to include initial configuration, rule tuning and establishing IPSec VPN tunnel connectivity.
Configuration of Active Directory Group Policies to manage user and computer configuration options to streamline or improve the overall user experience and machine configuration.
Experience in customer service and as it relates to onboarding and ongoing health of the customer solution and its associated relationship. A proactive spirit, coupled with a customer-centric focus to remove roadblocks or technical challenges.
Independent remote work – Ability to execute tasked work independently with limited supervision, coupled with experience collaborating in a fully remote work environment.
Preferred additional Skills or Experience (and what will make the ideal candidate stand out):
Firewall and Networking – Advanced Support and Maintenance of common Firewall solutions and their relationship to networking with technologies such as BGP, IPSec Tunnelling and Site to Site routing policies.
End User Computing – Support and Maintenance of Windows Desktop Operating systems used to access cloud solutions. Thorough understanding of Remote Desktop Services and Published Applications as it relates to access methodologies and troubleshooting techniques for end user devices.
Microsoft Azure Administration – Working Knowledge deploying and maintaining common IaaS and PaaS services (Compute, Networking, Storage and Identity) with bonus consideration for experience in automation, security and configuration management.
Active Directory and its cloud companions – Working knowledge of synchronization and federation options for Active Directory to include a working relationship between Entra ID and/or Entra ID Domain Services
Compensation And Benefits
Base salary range: $75,000 to $95,000.
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 January 10, 2025, 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.
