T2 Cloud Support Engineer

SUMMARY

Service Support Engineer provides technical assistance and troubleshooting to clients or internal teams regarding hardware, software, or infrastructure issues. They act as a bridge between users and development teams, ensuring smooth system operation and efficient problem resolution.

Service support team focuses on providing technical support to customers or internal teams, troubleshooting issues, and ensuring the smooth operation of systems. They act as a bridge between customers and development teams, resolving technical problems and improving support workflows.

JOB RESPONSIBILITIES

• Background and understanding of technical cloud-based MSP workspace and environment.
  
• Debugging issues for various flavors of Windows, Linux, and Mac.
  
• Server administration (2008,2012,2016,2019)
  
• Domain Controllers, Active Directory, DNS, DHCP.
  
• RMM tools (Kaseya, SolarWinds RMM, Ninja)
  
• Monitoring alerting tools (Atera, NPM, SAM, DPA, PRTG, ManageEngine, Cacti, Zabbix)
  
• Alerts configurations and escalations (email, SMS, etc.)
  
• Backups (SolarWinds, Acronis, Symantec, Veeam, Veritas, etc.)
  
• Virtualization concepts (KVM, Citrix, VMware ESXi, Hyper-V)
  
• Private/Public/Hybrid cloud concepts (AWS, Azure, Google, O365, GSuite)
  
• OS patching/updating tools (SCCM, SCOM, WSUS, WDS)
  
• Proxy gateways/firewalls (Cisco ASA, McAfee, Barracuda, PFSense, TMG Forefront)
  
• Networking concepts (Switching, Routing, TCP/IP, OSI, VLAN, etc.)
  
• Experience with Enterprise Antivirus Software (Sophos, TrendMicro)
  
• Good understanding of software and hardware techniques for x86 virtualizations.
  
• Analyze system logs and identify potential issues with computer systems.
  
• Talk to clients through a series of actions, either via phone, email, or chat, until they’ve solved a technical issue.
  
• Responsible for documenting the configuration of the system.
  
• Effectively multitask and manage competing priorities
  
• Team player - ready to contribute whatever it takes or play any role on a team to get the job done
  
• Intune management experience
  
• O365 Products and MS CSP Portal: administering M365, licenses, tenants, subscriptions and operational best practices.
  
  

QUALIFICATIONS

• BSc. Engineering degree (Electrical/Telecom/Computer)
  
• Preferred certifications (will be a plus) CCNA, MCSE, MCSA, MCITP, MOS, HCNA, HCIA, CCNA-SECURITY, SolarWinds SCP, VMware, Veeam, O365
  
• Highly technical, organized, and have excellent communication and people skills.
  
• A highly motivated individual who thrives in a fast-paced environment.
  
• Comfortable in both local and global working environments.
  
• Excellent time management & organizational skills
  
• A friendly, positive, and customer-driven attitude
  

JOB REQUIREMENTS

• Should be willing to accept a long-term work-from-home arrangement.
  
• Should be amenable to a permanent night shift schedule.