Cloud Services Support Analyst

Trimble; United States; Remote; USD 10,000 - 60,000; Full time

Job summary

An established industry player in cloud services is seeking a Cloud Services Support Analyst to join their dynamic team. This role is essential in providing top-notch technical support to users, ensuring issues are diagnosed and resolved efficiently. You will collaborate with cross-functional teams to enhance customer satisfaction while managing a variety of technical challenges. If you thrive in a fast-paced environment and possess strong problem-solving skills, this position offers an exciting opportunity for professional growth and development within a supportive team. Join a company that values innovation and customer service excellence!

Qualifications

• 2+ years of experience in end-user support role is required.
• Strong proficiency with Microsoft Windows desktop and server operating systems.

Responsibilities

• Provide technical support to users via phone and email.
• Monitor case management system and prioritize issues for resolution.

Skills

Technical Support

Problem-Solving

Communication Skills

Critical Thinking

Time Management

Education

Associate Degree

Tools

Microsoft Windows

Active Directory

Microsoft Azure

Google Suite

Citrix Receiver

Job description

Your Title: Cloud Services Support Analyst

Job Location: Princeton, NJ (Preferred)

Our Department: Transportation - Cloud Services

What You Will Do:

The Cloud Services Support Analyst will report to the Manager of Cloud Support, and will be a critical member of the company's cloud technical support team. Primary interaction will be between the users, customers, systems administrators and other systems engineers and administrators to provide effective technical services to our customers. As part of a strong technical IT customer support team function, the ideal candidate uses their technical and business skills to detect, investigate and resolve software and hardware problems experienced by the customer and attempts to resolve and appropriately route for expedited resolution.

Provide Technical Support:

• Communication with customers via telephone and email to gather information, troubleshoot and provide suitable resolutions to technical issues. (This role will require some telephone communication to customers)

• Respond to, evaluate, and prioritize incoming phone, voicemail, and email requests from users experiencing cloud service issues.

• Guide users through troubleshooting procedures to collect relevant details and identify the root cause of the problem.

• Troubleshoot and resolve technical issues, escalating complex problems to senior team members or system administrators as needed.

System Monitoring & Issue Escalation:

• Actively monitor the case management system for tasks, system alerts, and customer reported issues, prioritize and successfully resolve these cases and document and communicate the steps that led to resolution.

• Escalate unresolved issues within the support queue to ensure timely remediation.

Incident Documentation & Tracking:

• Log, track, and update all support requests in the problem management database, maintaining accurate records of reported issues and resolutions.

Collaboration & Professionalism:

• Serve as a professional point of contact for internal users and cross-functional teams, ensuring a positive support experience.

• Determine whether an issue is related to software, hardware, or network components and route or resolve it based on team best practices.

Availability & On-Call Support:

• TTE Cloud Services operates 24/7/365—while this role follows standard business hours, occasional support outside of regular hours may be required.

• Participate in the on-call rotation to provide after-hours support as needed.

70% Troubleshooting and ticket resolution
20% Documentation, Projects & Other Duties as assigned
10% Professional Growth (Personal and Career)

What Skills & Experience You Should Bring:

• Associate degree or equivalent professional experience required.

• 2+ years of experience in an end-user support role.

• Strong proficiency with Microsoft Windows desktop and server operating systems.

• Experience supporting and administering Windows OS components, including:

  • Disk management

  • CPU & RAM optimization

  • Permissions management

  • Active Directory administration

• Familiarity with Microsoft Azure administration, including OS components, security, and Active Directory. (Azure certifications are a plus.)

• Working knowledge of LAN networking concepts (TCP/IP, DNS, DHCP, etc.).

• Experience with desktop environment management, including:

  • Antivirus solutions

  • Software distribution

  • Web browser support

  • Hardware/software inventory

• Working knowledge of Google Suite applications and other typical business applications.

• Experience with troubleshooting methodologies and tools for diagnosing technical issues.

• Strong plus: Experience troubleshooting Citrix Receiver and/or Workspace applications.

Problem-Solving & Critical Thinking:

• Ability to diagnose and resolve technical issues related to enterprise software, hardware, networks, and third-party applications.

• Strong plus: Troubleshooting skills in Microsoft SQL, Visual Basic 6, .NET, and relational databases.

• Aptitude for designing and coding scripts and automations to enhance support efficiency.

• Ability to analyze and resolve connectivity and system faults affecting end-users.

Communication & Customer Support:

• Excellent verbal and written communication skills with the ability to explain technical concepts to users of varying skill levels. You will be required to call customers.

• Ability to guide users through troubleshooting steps, identify operational errors, and provide clear resolutions.

• Experience working in a team-oriented environment, collaborating with cross-functional teams and escalating issues when necessary.

• Ability to interact professionally with end-users, IT managers, and executives.

Time Management & Professional Development:

• Strong organizational skills to manage multiple requests with varying levels of priority and criticality.

• Self-motivated with a desire to continuously learn and stay up to date with emerging technologies.