Cloud Support Technician

We have a position for a Cloud Support Technician with one of our clients in Atlanta, GA for an initial contract duration of 11 months. No third party candidates considered for this position.

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.

Target Years of Experience: 2 years

Top 5 Must Haves:

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

Minimum: High school diploma/GED & generally less than 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.

Preferred:

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