As a Cloud Technician, you will be the first point of contact for our clients who need technical assistance with their IT systems and devices. You will use your communication skills and technical knowledge to diagnose and resolve issues, or escalate them to the appropriate level of support. You will also document and track all service requests, incidents, and resolutions using our ticketing system. You will work with various technologies such as Datto RMM, Addigy, Microsoft 365, Google Workspace, Spanning, Datto Endpoint Backup, Windows and Mac OS.
Responsibilities
- Answer incoming calls, emails, and chat messages from clients and provide remote support for their IT issues.
- Identify, troubleshoot, and resolve issues related to hardware, software, network, security, and cloud services.
- Follow standard procedures and guidelines to install, configure, update, and maintain IT systems and devices.
- Use remote management tools such as Datto RMM and Addigy to monitor, manage, and secure client devices.
- Use cloud-based platforms such as Microsoft 365, Google Workspace, Spanning, and Datto Endpoint Backup to provide email, collaboration, backup, and recovery services to clients.
- Log and update all service requests, incidents, and resolutions in our ticketing system and ensure timely and accurate communication with clients.
- Escalate complex or unresolved issues to the level 2 or level 3 support team as needed.
- Participate in ongoing training and certification programs to keep up with the latest technologies and best practices.
Qualifications
- At least one year of experience in a service desk or technical support role.
- Basic knowledge of IT systems and devices, including Windows and Mac OS, desktops, laptops, printers, scanners, mobile devices, etc.
- Basic knowledge of IT services and applications, including RMM, MDM, Microsoft 365, Google Workspace, Spanning, Datto Endpoint Backup, etc.
- Basic knowledge of IT concepts and terminology, such as TCP/IP, DNS, DHCP, VPN, firewall, antivirus, etc.
- Excellent communication and customer service skills, both verbal and written.
- Ability to work independently and as part of a team.
- Ability to work under pressure and prioritise tasks.
- Ability to learn new technologies and skills quickly.
- Certification in CompTIA A+, Microsoft 365, or Google Workspace is a plus.
About Eastvantage
At Eastvantage, our mission is to create meaningful jobs. Through our portfolio of premium and select clients, we provide careers that are knowledge-based, inspiring, and always with the potential for development and growth.
We are an independently-owned outsourcing company with European roots, servicing global companies that have offices in every populated continent in the world. We have been in the industry for a decade, growing from a handful to over 1,000 happy employees over the years.
We invite you to navigate our site to get to know who we are, to see what sets us apart in culture and thinking. Because of this, we carefully select who we work with, both customers and co-workers, which is why people happily stick with us for a wonderful amount of time. We hope to convince you to apply with us and be part of our success story.
