Cloud Services Technician

McLeod Software; Birmingham (AL); On-site; USD 40,000 - 56,000; Full time

Job summary

McLeod Software in Birmingham, AL is seeking a Tier 1 IT Support specialist to respond to and resolve work orders, document troubleshooting steps, and assist with user administration tasks.

You will monitor system alerts, escalate when needed, and collaborate with cross-functional teams to support hosting McLeod Software solutions for customers and internal users, while delivering professional communication.

Qualifications

• Bachelor’s degree is preferred, or an Associate’s degree with 2+ years of relevant experience working with cloud technologies, virtualization, server infrastructure, transportation, or software industry, required.
• At least one year of experience providing technical software to customers is preferred.
• Intermediate knowledge of Microsoft Office Suite.
• Working understanding of public cloud technologies (i.e Axure or AWS), MSSQL database tools and/or virtualization tools preferred.

Responsibilities

• Respond to and resolve assigned work orders within established queue priorities, documenting troubleshooting steps and resolution details clearly.
• Follow the defined escalation path (peer consultation, then Tier 2/3 Administrators) for issues beyond Tier 1 scope.
• Complete routine user administration requests (account setup, access changes, resets) accurately and on time.
• Monitor and respond to system alerts within Tier 1 scope, escalating infrastructure-level issues appropriately.
• Maintain responsive, professional communication with customers and the team throughout ticket resolution.
• Servicing customer and internal work orders for Tier 1 level support.
• Collaborate with cross-functional teams to resolve customer issues with services related to hosting McLeod Software solutions.
• Assist with setup tasks for new customers/environments.
• Provide exceptional customer services to internal and external customers.
• Remedy basic server issue alerts.

Skills

Learn internal software

Strong communication

Prioritization

Collaboration

Independent

Education

Bachelor’s degree preferred

Associate’s degree + 2+ years experience

Tools

MSSQL

Microsoft Office

AWS

Job description

What You’ll Do

• Respond to and resolve assigned work orders within established queue priorities, documenting troubleshooting steps and resolution details clearly.


• Follow the defined escalation path (peer consultation, then Tier 2/3 Administrators) for issues beyond Tier 1 scope.


• Complete routine user administration requests (account setup, access changes, resets) accurately and on time.


• Monitor and respond to system alerts within Tier 1 scope, escalating infrastructure-level issues appropriately.


• Maintain responsive, professional communication with customers and the team throughout ticket resolution.


• Servicing customer and internal work orders for Tier 1 level support.


• Collaborate with cross-functional teams to resolve customer issues with services related to hosting McLeod Software solutions.


• Assist with setup tasks for new customers/environments.


• Provide exceptional customer services to internal and external customers.


• Remedy basic server issue alerts.

What You Bring

• Ability to learn internal software and systems


• Strong oral and written communication skills


• Ability to manage competing projects and priorities effectively


• Ability to collaborate with internal and external contacts at varying organizational levels


• Independent and Resourceful

Requirements

• Bachelor’s degree is preferred, or an Associate’s degree with 2+ years of relevant experience working with cloud technologies, virtualization, server infrastructure, transportation, or software industry, required.


• At least one year of experience providing technical software to customers is preferred.


• Intermediate knowledge of Microsoft Office Suite.


• Working understanding of public cloud technologies (i.e Axure or AWS), MSSQL database tools and/or virtualization tools preferred.

Why McLeod Software?

At McLeod Software, we believe that our employees are our greatest competitive advantage. Each employee contributes directly to McLeod Software’s growth and success. When you join McLeod, you’re joining a company that’s built for the long haul—with a clear vision, strong leadership, and a commitment to investing in our people.