Cloud Support Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Triage, troubleshoot, and resolve escalated support incidents related to Windows Server, Remote Desktop Services, Active Directory, Group Policy, SQL Server, Microsoft 365, virtualization, VPN, firewall, printing, and endpoint access issues.

• Conduct structured remote diagnostics, which include log reviews, service validation, event correlation, connectivity testing, user/session analysis, and change impact assessments.

• Provide support for hosted application environments, addressing dependencies such as IIS/SMTP, SSL certificate management, database connectivity, and application access workflows.

• Manage and support cloud and virtualization platforms, including VMware vSphere/ESXi/vCloud and private cloud infrastructure; familiarity with Azure and AWS is preferred.

• Investigate backup, replication, restore, and disaster recovery challenges; validate recovery points and escalate any identified risks related to data protection gaps.

• Oversee secure remote access technologies, encompassing VPN, RDWeb/RDS, firewall rules, access controls, MFA-adjacent workflows, and user connectivity issues.

• Document troubleshooting procedures, technical findings, time entries, client impact, and resolution notes in ConnectWise Manage with sufficient detail for repeatability and auditability.

• Utilize MSP toolsets such as ConnectWise Manage, ConnectWise Automate, ConnectWise Control, IT Glue, monitoring tools, and client documentation platforms to ensure consistent service delivery.

• Collaborate with Onboarding Engineers, Support Engineers, Service Delivery leadership, and project teams to facilitate the transition of new clients, minimize recurring issues, and enhance support readiness.

• Engage in on-call rotation and after-hours incident response as necessary.

⛳️ Requirements

• A minimum of 3 years of experience in help desk support, managed services, systems administration, cloud operations, or a similar technical support environment.

• Proven ability to independently resolve complex technical issues while recognizing when to escalate with clear evidence and recommended next steps.

• Experience in supporting IaaS within private cloud settings; exposure to public cloud environments, especially Azure, is preferred.

• Strong written documentation skills, including crafting clear technical notes, client-facing summaries, root cause analyses, and contributions to knowledge bases.

• Microsoft certifications, VMware/VCP certification, Azure certifications, or equivalent hands-on experience are preferred.

🏝️ Benefits

• Health and Welfare (Medical, Dental, Vision)

• Accident, Critical Illness, and Hospital Indemnity

• Employee Assistance Program (EAP)

• Life and AD&D Insurance

• Short- and Long-Term Disability Insurance

• Flexible Spending Accounts

• Transportation and Parking Accounts

• Health Savings Accounts (with company contribution)

• Retirement Planning (401k with matching contribution)

• Legal Benefits

• Identity Theft Protection

• Pet Insurance

• Wellness Program Offerings

• Paid Time Off, accrued per pay period based on years of service starting at 15 days annually

• 8 Paid Holidays per year, including 1 floating holiday