Careers - Nology Networks

Cloud Support Specialist

What Is It?

The Cloud Support Specialist provides general networking and computer system support as well as support for nology products and services, including virtual desktop and application environments, cloud storage and backup, PC and server monitoring, and hosted email services. This role will work with multiple diverse small and medium business customers and IT environments.

The Cloud Support Specialist will work closely with Engineering and outside vendors and carriers to meet customer SLAs, minimize outages, and resolve issues quickly, effectively, and professionally.

Full Time (Plymouth, MN / Remote)

What You Should Know

We are a fast-growing cloud computing firm with products to help businesses increase efficiency and reduce the cost and complexity of their IT. At nology, we believe in a flexible team environment that rewards hard workers and gives you the tools, flexibility, and freedom to succeed.

Position Requirements

Experience troubleshooting desktop and laptop PCs
Experience with basic network deployment and troubleshooting, including knowledge of
SonicWall, Unifi, and general network knowledge
Experience working with Windows server operating systems is a strong plus
Administrative experience with Office 365 and SharePoint
Experience working with third-party vendors
Experience with VoIP systems
Experience guiding end users through troubleshooting over the phone and walking them through documented setup procedures
Experience with first-call triage and troubleshooting technical issues
High-level critical thinking skills and ability to seek out new and creative solutions
Excellent customer service skills
The ideal candidate will be self-motivated, have excellent written and verbal communication skills, and have the ability to work in a fast-paced, multitasking environment with little direct supervision
Ability to work remotely and collaborate utilizing online productivity tools

Position Duties and Responsibilities

Responding to open trouble tickets quickly according to priority and escalating issues as necessary
Triage of help desk calls to ensure that clients have the correct expectations of when an issue will be addressed
Troubleshooting the customer’s network and escalating to engineering and management when appropriate
Maintains knowledge of troubleshooting procedures and escalation paths
Maintains appropriate records and documentation on service work performed and ensures timely communication to the supervisor of service order status and potential issues
Inputting and management of an online ticketing system
Follow up on tickets until resolved
Ensure that problems are corrected within identified performance targets
Excellent customer service and verbal/written communication skills are a requirement
Ability to travel and assist with onsite implementation, training, and client requests when necessary (<10% of your time)
Administrative tasks as assigned
Other responsibilities as assigned

Compensation

Full-time hourly position
Hybrid remote work schedule with potential for full-time remote
Competitive bonus structure
Comprehensive benefits package including health, dental, and vision
Retirement savings

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Cloud Support Specialist

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