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The Cloud Services Specialist is responsible for providing Tier 1 helpdesk end-user support for small to enterprise sized clients with complex issues in various Microsoft products, as well as other technical hardware and software issues. Additional duties include diagnosing and resolving technical issues over the phone by using advanced remote management tools or on-site and logging tickets into our ticketing database to track time and facilitate tactical report generation.

Responsibilities and Authorities:

The responsibilities and authorities stated below are subject to established policies.

  • Respond to calls, tickets and emails to troubleshoot reported issues in a helpdesk environment
  • Use Chat Feature in resolving customer issues
  • Onsite deployment of customer desktops and equipment
  • Work on customer projects with teams of Cloud Service team members and Project Engineers
  • Troubleshoot, monitor, and maintain client computers and desktop applications
  • Support current Windows operating systems (XP through Windows 10)
  • Support current Microsoft Office Suites
  • Escalate unresolved issues to the appropriate internal channel
  • Must be self-motivated and work well in a team environment
  • Excellent customer service skills
  • Excellent communications skills, including the ability to translate complex technical terms and concepts into layman’s terms
  • Some weekend work may be required on occasion, so must have ability to occasionally work remotely updating servers

Relationships:

  • Reports to the Cloud Services Team Supervisor
  • Interfaces with Sales / Project Engineers / Rapid Response Engineers / Cloud Service Technicians / Cloud Services Team Supervisor / Cloud Services Manager
  • Frequent, daily interaction with SBS customer base

Position Specifications:

  • 3-5 years’ experience in a technical support role
  • At least 3 years’ experience in a remote technical support role
  • Current Microsoft Desktop Certification highly preferred. Excellent communication skills required.
  • Experience with current Windows operating systems (XP through Windows 10) required.
  • Ability to remotely configure Smartphones to various email systems preferred.
  • Experience with local and network printers preferred.
  • Basic administration of Windows servers preferred.
  • LAN/WAN and basic network troubleshooting and problem solving preferred.
  • Familiarity with email server and spam filtering technology preferred.
  • Must have exceptional communications skills.
  • Must be energetic, self-motivated and work well in a team environment
  • Ability to work remotely as needed

Certifications and Requirements to Acquire Next Grade Level:

  • 5 to 7 years of experience in a technical support role
  • 3 Certifications from approved list
  • 98% rating on Customer Satisfaction Surveys
  • Experience with Server Troubleshooting and Engineering Projects
  • Recommendation from Cloud Services Team Supervisor, Cloud Services Manager, or Project Engineering Manager