Note: The job is a remote job and is open to candidates in USA. Net at Work is one of North America’s largest technology advisors and solution providers for small and mid-size businesses. The Cloud Support Engineer provides advanced remote technical support for Cloud@Work clients, focusing on troubleshooting and resolving technical issues across various cloud and infrastructure platforms.
Responsibilities
- Triage, troubleshoot, and resolve escalated support incidents across Windows Server, Remote Desktop Services, Active Directory, Group Policy, SQL Server, Microsoft 365, virtualization, VPN, firewall, printing, and endpoint access issues
- Perform structured remote diagnosis, including log review, service validation, event correlation, connectivity testing, user/session analysis, and change impact review
- Support hosted application environments, including IIS/SMTP dependencies, SSL certificate management, database connectivity, and application access workflows
- Administer and support cloud and virtualization platforms, including VMware vSphere/ESXi/vCloud and private cloud infrastructure; Azure and AWS exposure preferred
- Investigate backup, replication, restore, and disaster recovery issues; validate recovery points and escalate risks when data protection gaps are identified
- Manage secure remote access technologies, including VPN, RDWeb/RDS, firewall rules, access controls, MFA-adjacent workflows, and user connectivity issues
- Document troubleshooting steps, technical findings, time entries, client impact, and resolution notes in ConnectWise Manage with enough detail for repeatability and auditability
- Use MSP toolsets such as ConnectWise Manage, ConnectWise Automate, ConnectWise Control, IT Glue, monitoring tools, and client documentation platforms to drive consistent service delivery
- Collaborate with Onboarding Engineers, Support Engineers, Service Delivery leadership, and project teams to transition new clients, reduce recurring issues, and improve support readiness
- Participate in on-call rotation and after-hours incident response when required
Skills
- 3+ years of experience in help desk, managed services, systems administration, cloud operations, or a comparable technical support environment
- Demonstrated ability to resolve complex technical issues independently while knowing when to escalate with clear evidence and recommended next steps
- Experience supporting IaaS in private cloud environments
- Strong written documentation habits, including clear technical notes, client-facing summaries, root cause findings, and knowledge-base contributions
- Public cloud exposure, especially Azure
- Microsoft certifications
- VMware/VCP certification
- Azure certifications
- Equivalent hands-on experience
Benefits
- Bonus in accordance with the terms of the Company's plan
- 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
Company Overview