Cloud Support Technician

Company Description

• Be the frontline expert – Manage and maintain multiple customer cloud environments, ensuring uptime and performance.
• Own the customer experience – Resolve support tickets efficiently while keeping customers informed and confident in your expertise.
• Think fast, act faster – Identify, troubleshoot, and escalate high-priority issues to prevent downtime and disruptions.
• Collaborate to innovate – Work with senior engineers, account teams, and project managers to resolve complex cloud and networking challenges.
• Stay hands-on – Provide direct support via phone and email, ensuring quick, effective resolutions that keep businesses running smoothly.
• Drive solutions, not just fixes – Deliver lasting resolutions that enhance system stability, security, and customer success.
  

Qualifications

• High School Diploma/GED (or equivalent experience), with less than 2 years of professional experience, OR a minimum of 2 years of relevant experience in a technical support role.
• Basic knowledge of Microsoft Active Directory (AD) (password resets, security group management).
• Fundamental understanding of networking concepts, including IP addressing, MAC addressing, and Layer 1 vs. Layer 2 networking.
• Flexibility to work alternative days or shifts as required (e.g., Tuesday–Saturday or Sunday–Thursday), with availability across day, evening, or night shifts
  

• Associate’s degree, community college degree, or bachelors degree in a technical field such as Information Technology, Computer Science, Networking, or a related discipline is preferred.
• Experience with FortiGate firewalls, SD-WAN management, and advanced networking concepts, including NAT, subnetting, VPNs, and FortiGate/vShield Edge configurations.
• Familiarity with server performance monitoring, troubleshooting techniques, and MSP environments, including experience with N-able or similar remote monitoring and management (RMM) tools.
• Possession of any of the following certifications is a plus: CompTIA A+, CompTIA Network+, Azure Fundamentals (AZ-900), AWS Certified Cloud Practitioner, Google Cloud Digital Leader, CompTIA Security+, Azure Administrator Associate (AZ-104), Google Associate Cloud Engineer, Fortinet NSE 4, CCNA (Cisco Certified Network Associate), and ITIL Foundation.