Cloud Support Engineer
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Net3 Technology (Net3) is looking for a Cloud Support Engineer. This person will be responsible for support of connectivity within the cloud and managed services computing environment.
THE TEAM
The Net3 Cloud Engineering Team is dedicated to supporting implementation and operations of Cloud services driving Customer deliverables. The Team is responsible for the design, provisioning, monitoring and operational support of our customer’s needs. The Team offers a great opportunity to experience a wide range of technologies and challenges as we strive to provide world class Cloud services to our rapidly growing customer base. Durability, Scalability, Security, and Disaster Recovery are the fundamental challenges the Team tackles every day.
THE ROLE
We are looking to add a Cloud Support Engineer to the Net3 team. The candidate must be able to able to work well with other employees, customers, and address their concerns and needs in a satisfactory manner. They must also be able to understand and follow protocols, policies, and procedures.
THE RESPONSIBILITIES
- Complete requests for support submitted through the ticketing system or via phone in a timely manner and document the actions taken to resolve the request
- Escalate the ticket request as required to appropriate team members
- Support end user IT equipment and systems
- Support Net3 Backup, DR, Iaas, and other cloud solutions
- Onboarding of new Cloud customers
- Limited maintenance of Active Directory and Office 365
- Complete all client projects as assigned from time to time by the team lead
- Document all processes for repeatability and consistency
- Occasional after hours support and projects
QUALIFICATIONS
The Cloud Support Engineer is responsible for initial contact, troubleshooting, and remote support of our existing client base with onsite as required. Associates degree in Information Technology or related fields preferred, or one to two years related experience and/or training; or an equivalent combination of education and experienceThe Engineer must be customer service focused and detail oriented to be successful. The engineer must have a working knowledge of the following:
- A progressive and growing career path in the IT field.
- A working understanding of a multi-tenant virtualized environment.
- Demonstrable experience in the administration of VMware, Aconis, Zerto, Veeam, or Actifio, particularly in a hosted setting.
- Ability to balance, prioritize, and report on multiple in-flight issues.
- Experience working in an external customer facing support role.
- A positive, ‘can-do’, and professional demeanor.
STANDARD TOOLSET
- ConnectWise Manage – Ticketing system
- ConnectWise Automate – Patching and monitoring
- ConnectWise Control – Remote control
- Acronis cyber cloud
- Veeam
- Actifio
- Zerto
COMPANY DESCRIPTION
At NET3 TECHNOLOGY, our mission is to provide powerful technology solutions and excellent customer service to help companies think, act and thrive without limitations. Large or small, our clients want to grow- we provide the technology that helps get them there. Our technology offerings include Cloud Services, Engineering, Disaster Recovery and Consulting Services.