Cloud Support Engineer I

Job Description

We have a position for a Cloud Support Engineer I with one of our clients in Raleigh, NC for an initial contract duration of 1 year. No third party candidates considered for this position.

At Client, exceptional technology is powered by exceptional people. As a growing leader in secure, reliable managed cloud solutions, we help SMBs and enterprises alike simplify IT and unleash innovation. With a broad portfolio spanning AWS, Azure and Google to a full set of Private Cloud and Cybersecurity solutions, Our Client helps companies turn technology into their biggest competitive advantage. As part of the client family of companies, we offer best-in-class benefits, a commitment to work-life balance, and an award-winning workplace experience. 

Primary Responsibilities and Accountabilities: 

• Maintain multiple customer environments.
• Work 40+ hours a week.
• Update and Manage ticket backlog based on internal policies.
• Crisis Management - Identify any high priority issues and escalate to next level.
• Provide a Customer-First experience while utilizing phones and email to manage tickets. Work cohesively with team as well as all divisions of company.
• Customer-first approach. Effectively engage resources inside and outside of your team to further the troubleshooting and resolution of issues which may include other technical engineers, account teams, or project managers.
• Deliver solutions that lead to problem resolution or mitigation with a high level of customer satisfaction.
• Be able to listen to, accept, and follow direction from more senior engineers. Flexibility to be customer facing and travel to customer sites.

Minimum:

• High school diploma/GED & generally less than 2 years of experience or without high school diploma/GED, 2 years of experience
• Excellent communication, presentation, writing, and editorial abilities.
• Excellent organizational and time management skills.
• Flexibility to work alternative days and shifts as needed.
• Days Example: Tuesday – Saturday or Sunday – Thursday.
• Shifts Example: Day, Evening, Night
• Basic Microsoft AD (password resets, security groups)
• Basic Networking (IP address, Mac address, Layer 1 VS Layer 2)
• Proficiency in computer usage, internet, and Microsoft Office suite of applications.

Target Years of Exp: 2 years

Top 5 Must Haves:

• Active Directory administration,
• 365 administration,
• Networking fundamentals,
• MSP experience OR technical college,
• Great communication

Preferred:

• Fortigate
• SD-WAN management
• Advanced Networking – NAT, Subnet, VPN, Fortigate, vShield Edge
• Server Performance Monitoring
• N-able
• MSP experience.