Job Url: https://ats.rippling.com/cloudatwork/jobs/d7c1aa71-66f0-4686-bbaf-943cd9b75806

Job Description: Cloud Support Engineer
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



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.



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 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