Cloud Support Specialist

• Job Purpose: Cloud support specialist (Systems and Cloud support) is responsible for providing advanced technical support to our customers who use our cloud-based software products. You will be the escalation point for customers who are experiencing complex technical issues or have questions about our products, and it will be your job to troubleshoot and resolve their problems in a timely and professional manner.
  To be successful in this role, the Cloud Support Specialist will be expected to have a solid understanding of cloud technologies and architecture, as well as knowledge of network and systems administration. They should be able to effectively communicate technical information to both technical and non-technical stakeholders, and be able to work independently to resolve issues.

• Skills and Qualifications:

  • Knowledge of Active Directory, Windows Server administration, managing users, Group Policies, Security, and permissions.

  • Strong knowledge of SQL Server Database Administration and relational database concepts.

  • Working knowledge of configuring MS Outlook with IMAP/POP/Exchange servers.

  • A solid understanding of cloud technologies and architecture such as AWS, Azure, or IaaS-based providers.

  • Experience with monitoring and analytics systems such as (Datadog, Solarwinds, and New Relic).

  • Demonstrated knowledge of basic networking concepts and terminology.

  • Moderate knowledge of Scanning, Printing software installs, and troubleshooting.

  • Working knowledge of basic standard software such as MS Office suites, Adobe suites, and multiple Windows OS platforms.

  • Working knowledge of MS IIS (Internet Information Services).

  • Experience with Virtual deployments (VMware, Hyper-V, KVM, or similar).

  • Understand networking concepts such as routing, gateways, remote connectivity, and some network administration including VPN configuration.

  • The ability to work independently and effectively troubleshoot technical issues.

  • Demonstrated knowledge of remote connection technologies; including Citrix, and MS Terminal Server.

  • Soft Skills such as Communication, Teamwork, Adaptability, Problem-Solving, Creativity, Work Ethic, Interpersonal Skills, and Time Management.

  • Bachelor’s degree, preferably major in computer science or relevant experience.

  • 3-5 years of related job experience

• Job Duties:

  • Provide telephone, and Internet support to customers who have questions or issues related to system configuration/setup, product functionality (attachments, scanning, printing, exporting), performance, and hosted software services.

  • Provide expertise related to SQL Database Administration (back-ups, maintenance plans, user administration) for all Viewpoint product suites.

  • Assist customers with Viewpoint Cloud administration and services.

  • Assist customers with software upgrades, migration, and transformation.

  • Monitors, tracks, and documents customer support calls and related activities in the CRM system.

  • Develops Knowledge Base articles to document troubleshooting steps and common solutions to frequent calls for use by customers and peers.

  • Implement performance optimizations suggested by the engineering personnel.

  • Research and diagnose issues independently or as a team.

  • Support after-hours and on-call duties as required.

• Competencies:

  • Strong customer-service orientation and commitment to ensuring timely, quality solutions to customer issues.

  • Ability to understand technical concepts and communicate them clearly to individuals with varied backgrounds and skill levels.

  • Demonstrated ability to empathize with customers, actively listen; ability to always defuse situations rather than intensify one.

  • Identifies and resolves problems in a timely manner and gathers and analyzes information skillfully.

  • Demonstrates accuracy, thoroughness, and monitors own work to ensure quality, presents numerical data effectively, and is able to read and interpret written information.

About Your Location

Under a flexible work arrangement (hybrid), this resource primarily supports the Construction Sector and works collaboratively across the Support, Development, and Product teams. In a hybrid role, you will work with your manager to establish a mutually agreeable schedule for your time working in the office based on the position and the business need. Typically hybrid positions are 1-3 days per week, or 20%-60% of the month in the office.

Trimble Inc. is proud to be an Equal Opportunity and Affirmative Action Employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, status as a covered veteran in accordance with applicable federal, state and local laws, or any other protected factor. EOE/M/F/V/D

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Pay Equity

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Trimble provides the following compensation range and general description of other compensation and benefits that it in good faith believes it might pay and/or offer for this position. This compensation range is based on a full time schedule. Trimble reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation, depending on circumstances not related to an applicant’s sex or other status protected by local, state, or federal law.

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Hiring Range:

45898

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58512

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Bonus Eligible?

No

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Trimble offers comprehensive core benefits that include Medical, Dental, Vision, Life, Disability, Time off plans and retirement plans. Most of our businesses also offer tax savings plans for health, dependent care and commuter expenses as well as Paid Parental Leave and Employee Stock Purchase Plan.

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Trimble is proud to be an equal opportunity employer. We welcome and embrace our
candidates' diversity and take affirmative action to employ and advance individuals
without regard to race, color, sex, gender identity or expression, sexual orientation,
religion, age, physical or mental disability, veteran status, pregnancy (including
childbirth or related medical conditions), national origin, marital status, genetic
information, and all other legally protected characteristics. We forbid discrimination and
harassment in the workplace based on any protected status or characteristic. A criminal
history is not an automatic bar to employment with the Company, and we consider
qualified applicants consistent with applicable federal, state, and local law.

The Company is also committed to providing reasonable accommodations for
individuals with disabilities, and individuals with sincerely held religious beliefs in our job
application procedures. If you need assistance or an accommodation for your job, contact

[email protected]