Remote Cloud Support Engineer – Azure/VMware

Thecloudatwork; United States; On-site; USD 80,000 - 95,000; Full time

Benefits offered by this job

Health insurance

401k with matching

Paid time off

Holidays

Job summary

Net at Work in the United States is seeking a Cloud Support Engineer to provide advanced remote technical support for Cloud@Work clients across hosted desktop, server, network, identity, backup, and application infrastructure. This hands-on role emphasizes escalation and prompt restoration of services while documenting root cause, actions, and follow-up recommendations.

The ideal candidate is technically strong, able to communicate clearly with end users and internal teams, and comfortable

Qualifications

• 3+ years of experience in help desk, managed services, systems administration, cloud operations, or a comparable technical support environment.
• Experience supporting IaaS in private cloud environments; public cloud exposure, especially Azure, is preferred.
• Microsoft certifications, VMware/VCP certification, Azure certifications, or equivalent hands-on experience are preferred.

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.

Skills

Troubleshooting

Remote support

Documentation

Cloud platforms

Client communication

Tools

ConnectWise Manage

ConnectWise Automate

ConnectWise Control

IT Glue

Monitoring tools

Job description

Net at Work in the United States is seeking a Cloud Support Engineer to provide advanced remote technical support for Cloud@Work clients across hosted desktop, server, network, identity, backup, and application infrastructure. This hands-on role emphasizes escalation and prompt restoration of services while documenting root cause, actions, and follow-up recommendations.

The ideal candidate is technically strong, able to communicate clearly with end users and internal teams, and comfortable