Cloud Support Technician

Primary Intake for Client Support Requests

• Taking and solving Level 1 & 2 tickets.
• Helping other team members with ticket queues.
• Closely working with Tier 2 and Tier 3 support on escalated tickets.
• Providing phone support for computer hardware, software, printers, AV systems, and peripheral devices across diverse client environments.
• Diagnosing, troubleshooting, and resolving end-user issues related to Windows 11 devices, network connectivity, multi-monitor setups, and docking stations, ensuring minimal downtime and excellent user experience.
• Proactively supporting managed services clients.
• Occasionally required to go onsite for specific customer needs.
• Participating in a scheduled on-call rotation (every 6 weeks) for after-hours support, with additional compensation for extra hours worked.

Documentation & Administration

• Track time daily in Toggl accurately and to customer specifications.
• Work clearly and promptly in Zendesk (and other ITSM tools), keeping clients, teammates, and management informed of progress and resolution status.
• Develop and maintain technical documentation and contribute to internal knowledge bases to support continuous improvement and onboarding of new team members.

Internal Emergent Software Support

• Support Emergent Software users and computers with standardized setup.
• Provision and manage internal systems and company devices for onboarding and offboarding.
• Provide patching and proper lifecycle management.
• Support for office equipment in conference rooms and other miscellaneous hardware.

Collaboration and Continuous Improvement

• Contribute to a collaborative, positive team culture that values communication, accountability, and continuous learning.
• Deliver exceptional customer service, clear communication, and proactive follow-up to ensure satisfaction.
• Identify opportunities for improvement in client environments, whether through automation, standardization, or preventative maintenance, and collaborate with the Cloud Support team to implement solutions.
• Stay current on emerging Microsoft technologies (including Intune, Defender, and AutoPilot) and continuously grow your technical expertise through training and certification.
• Adapt and assist as needed. No two days are the same, and your flexibility and curiosity will make a real impact for clients and teammates alike.

Qualifications

• 2+ years’ experience supporting customers in a Service desk.
• Experience supporting Microsoft Windows 11.
• Multi-monitor, docking station, and AV setup experience.
• Printer setup and troubleshooting.
• Experience with ticketing platforms (Zendesk, ServiceNow, Jira, etc.).
• Strong problem-solving, communication, and interpersonal skills—patience is a must!
• Tech-savvy and able to quickly learn new software and procedures.
• Diligent about tracking time and updating tickets.
• Degree in computer science or similar experience.
• Familiarity with Office 365 portal, Intune, Auto Pilot, and Microsoft Defender for Endpoint.
• Experience supporting non-Windows devices (Mac, iOS, Chromebooks).
• Scripting and PowerShell skills.
• Mobile device management experience.
• Experience with RMM tools (NinjaOne).
• Basic networking knowledge.
• Virtual desktop infrastructure (AVD, Citrix, Horizon) experience.
• Microsoft certifications (MD-102, SC-300, AZ-800, MS-700).