Cloud Support Engineer

🕒 Julho 11

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Cloud at Work

SiteLinkedInTodas as Vagas

51 - 200 funcionários

☁️ SaaS

🏢 Corporativo

Cloud Services • SaaS • Enterprise

A Cloud at Work é um provedor de serviços de nuvem gerenciada especializado em hospedagem de aplicações Sage. Com foco em oferecer um ambiente de nuvem escalável, seguro e amigável ao usuário, a Cloud at Work integra-se perfeitamente aos parceiros Sage para fornecer soluções personalizadas para empresas que utilizam o software Sage. Eles garantem alta disponibilidade e medidas robustas de segurança, ajudando as organizações a fazer a transição para a nuvem de forma eficaz enquanto mantêm um desempenho e suporte ótimos.

Descrição

• 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.

🎯 Requisitos

• 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; public cloud exposure, especially Azure, is preferred. • Strong written documentation habits, including clear technical notes, client-facing summaries, root cause findings, and knowledge-base contributions. • Microsoft certifications, VMware/VCP certification, Azure certifications, or equivalent hands-on experience are preferred.

🏖️ Benefícios

• 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