Cloud Support Engineer

Cloud at Work; New York (NY); On-site; USD 80,000 - 95,000; Full time

Benefits offered by this job

Health and Welfare

401k with matching

Paid time off

Holidays

Job summary

Net at Work is seeking a Cloud Support Engineer to provide advanced remote technical support for hosted desktop, server, network, identity, backup, and related infrastructure across client environments.

The ideal candidate combines strong troubleshooting discipline with clear communication to end users, engineers, and onboarding teams, while documenting root cause and follow-ups in ConnectWise Manage.

Qualifications

• 3+ years of experience in help desk, managed services, systems administration, cloud operations, or a comparable technical support environment.
• Experience resolving complex technical issues independently and knowing when to elevate with clear next steps.
• Experience supporting IaaS in private cloud environments; Azure exposure preferred.
• Strong written documentation habits, including clear technical notes and knowledge-base contributions.
• Certifications: Microsoft, VMware/VCP, Azure or equivalent hands-on experience preferred.

Responsibilities

• Triage, troubleshoot, and resolve escalated incidents across Windows Server, Remote Desktop Services, Active Directory, Group Policy, SQL Server, M365, virtualization, VPN, firewall, printing, and endpoint access.
• Perform structured remote diagnosis including log review, service validation, event correlation, connectivity testing, user/session analysis, and change impact review.
• Support hosted application environments, including IIS/SMTP dependencies, SSL management, database connectivity, and application access workflows.
• Administer and support cloud/virtualization platforms, including VMware vSphere/ESXi/vCloud; Azure and AWS exposure preferred.
• Investigate backup/restore/disaster recovery issues; validate recovery points and elevate data protection risks.
• Manage secure remote access technologies: VPN, RDWeb/RDS, firewall rules, access controls, MFA-adjacent workflows.
• Document troubleshooting steps, technical findings, time entries, client impact, and resolution notes in ConnectWise Manage.
• Use MSP toolsets in ConnectWise ecosystem and IT Glue to drive consistent service delivery.
• Collaborate with Onboarding, Support, Service Delivery leadership, and project teams to transition new clients and improve readiness.
• Participate in on-call rotation and after-hours incident response when required.

Skills

Help desk experience

Managed services

Cloud operations

Troubleshooting

Documentation

Education

Microsoft certifications

VMware VCP certification

Azure certifications

Tools

ConnectWise Manage

ConnectWise Automate

ConnectWise Control

IT Glue

Azure

AWS

VMware vSphere/ESXi/vCloud

Job description

Founded in 1996, Net at Work is one of North America’s largest technology advisors and solution providers for small and mid-size businesses. Our award‑winning consultancy offers a rich portfolio of next‑generation technology, industry expertise, implementation and managed services to help organizations derive value from the transformative benefits of technology.

Through the integration ofERP,HCM and/orCRMsolutions, Net at Work offers unique, industry‑specific solutions and operation platforms that enable companies to compete more effectively in today’s digital economy. For more information, visitwww.netatwork.com.

About this Position

The Cloud Support Engineer provides advanced remote technical support for Cloud@Work clients across hosted desktop, server, network, identity, backup, and application‑adjacent infrastructure. This role is hands‑on, escalation‑oriented, and accountable for restoring service quickly while documenting root cause, corrective actions, and follow‑up recommendations in ConnectWise Manage.

The ideal candidate is technically strong, disciplined in troubleshooting, comfortable working across multiple client environments, and able to communicate clearly with end users, internal engineers, service leadership, and onboarding teams.

Job Responsibilities

• Triage, troubleshoot, and resolve escalated support incidents across Windows Server, Remote Desktop Services, Active Directory, Group Policy, SQL Server, Microsoft 365, virtualization, VPN, firewall, printing, and endpoint access issues.
• Perform structured remote diagnosis, including log review, service validation, event correlation, connectivity testing, user/session analysis, and change impact review.
• Support hosted application environments, including IIS/SMTP dependencies, SSL certificate management, database connectivity, and application access workflows.
• Administer and support cloud and virtualization platforms, including VMware vSphere/ESXi/vCloud and private cloud infrastructure; Azure and AWS exposure preferred.
• Investigate backup, replication, restore, and disaster recovery issues; validate recovery points and elevate risks when data protection gaps are identified.
• Manage secure remote access technologies, including VPN, RDWeb/RDS, firewall rules, access controls, MFA‑adjacent workflows, and user connectivity issues.
• Document troubleshooting steps, technical findings, time entries, client impact, and resolution notes in ConnectWise Manage with enough detail for repeatability and auditability.
• Use MSP toolsets such as ConnectWise Manage, ConnectWise Automate, ConnectWise Control, IT Glue, monitoring tools, and client documentation platforms to drive consistent service delivery.
• Collaborate with Onboarding Engineers, Support Engineers, Service Delivery leadership, and project teams to transition new clients, reduce recurring issues, and improve support readiness.
• Participate in on‑call rotation and after‑hours incident response when required.

Job Requirements

• 3+ years of experience in help desk, managed services, systems administration, cloud operations, or a comparable technical support environment.
• Demonstrated ability to resolve complex technical issues independently while knowing when to elevate responsibilities with clear evidence and recommended next steps.
• Experience supporting IaaS in private cloud environments; public cloud exposure, especially Azure, is preferred.
• Strong written documentation habits, including clear technical notes, client‑facing summaries, root cause findings, and knowledge‑base contributions.
• Microsoft certifications, VMware/VCP certification, Azure certifications, or equivalent hands‑on experience are preferred.

Customer Requirements

This job may require access to customer information, systems, and/or premises. As a result, this job may require customer approval for such access as an essential job function.

Core Competencies

• Client Champion – Relentlessly exceed client expectations. Consistently anticipate needs to deliver valuable solutions and extraordinary outcomes.
• Problem Solver – Smart, analytical, inquisitive, knowledge‑seeker that thrives on a challenge.
• Promise Keeper – Place high value on keeping our word and doing the right thing. Demonstrate honesty, integrity, and commitment.
• Collaborative Integrator – Team player, unifier, relationship‑oriented, win‑win seeker, exemplify the concept of relationships through trust and unity.
• Driven Intrapreneur – Exceed goals using independent creative thinking, optimism, self‑confidence, and a can‑do attitude.
• Inspiring Coach – Help employees, clients and partners using knowledge, expertise, experience, and situational fluency.

Compensation and Benefits

Base salary range: $80,000 to $95,000.

This position is also eligible for a bonus in accordance with the terms of the Company's plan.

We provide competitive, affordable, and diverse benefit programs that support your total health – from healthy body to healthy mind. These benefits support you and your family in all aspects of life:

• Health and Welfare (Medical, Dental, Vision)
• Accident, Critical Illness, and Hospital Indemnity
• Employee Assistance Program (EAP)
• Life and AD&D Insurance
• Short‑ and Long‑Term Disability Insurance
• Flexible Spending Accounts
• Transportation and Parking Accounts
• Health Savings Accounts (with company contribution)
• Retirement Planning (401k with matching contribution)
• Identity Theft Protection
• Pet Insurance
• Wellness Program Offerings
• Paid Time Off, accrued per pay period based on years of service starting at 15 days annually.
• 8 Paid Holidays per year, including 1 floating holiday.

The compensation and benefits information is accurate as of the date of this posting and subject to plan eligibility. The company reserves the right to modify this information at any time, with or without notice, subject to applicable law.

The Company expects to accept applications for this position until August 10, 2026 but encourages interested applicants to apply as soon as possible. We will review this information and one of our Talent Acquisition professionals will reach out if your background aligns to the positions.

EOE/Diversity & Inclusion Statement

Net at Work is dedicated to unleashing the power and potential of our employees and teams by creating a vibrant and inclusive workplace where each employee can be their best. We are committed to fostering, cultivating, and preserving a culture of diversity and inclusion. We embrace and encourage equitable treatment of our employees and strive to create a work environment free of discrimination at all organizational levels and in all forms. Net at Work recognizes the rights of all individuals to mutual respect and the acceptance of others without biases based on differences of any kind.

Net at Work is a proud equal opportunity employer. We are committed to fair hiring practices and to creating a welcoming environment for all team members that is free of discrimination and harassment. All employment decisions at Net at Work are based on business needs, job requirements, and individual qualifications without regard to race, color, religion or belief, family or parental status, gender, gender identity or expression, sexual orientation, national origin, veteran or disability status, or any other status protected by the laws or regulations in the locations where we operate.