Cloud Support Engineer

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

Requirements:

• 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