Senior IT Services Technician – Onsite (South SF)

CloudCover; San Francisco (CA); On-site; USD 90,000 - 125,000; Full time

Job summary

CloudCover in San Francisco area seeks a Sr. Services Technician for a 1-year, 100% onsite engagement in South San Francisco, CA. The role runs standard business hours from 8 AM to 5 PM.

You will combine hands-on hardware and software support with remote capabilities, adhere to ITIL practices, and resolve customer issues with clear communication. The position may require on-call work and occasional after-hours coverage.

Qualifications

• 5+ years of professional IT support experience.
• Excellent communication and customer service skills.
• Solid troubleshooting on hardware and software in a Microsoft environment.
• Hands-on and remote support background.
• Extensive customer resolution experience.

Responsibilities

• Anticipate and/or monitor incidents and provide timely remediation.
• Adhere to ticketing processes and document issues.
• Focus on proactive tasks to improve system performance.
• Demonstrate advanced knowledge of ITIL concepts.
• Retrieve passwords from password tools as needed.
• Ensure compliance with security standards and policies.
• Communicate with technical and non-technical customers.
• Prepare formal/informal documents and presentations.
• Manage expectations by outlining actions and timelines.
• Escalate issues when required and maintain high service levels.
• Work on-call or off-hours as needed.

Skills

5+ years experience

Customer service

Troubleshooting

Remote support

On-site support

Job description

CloudCover in San Francisco area seeks a Sr. Services Technician for a 1-year, 100% onsite engagement in South San Francisco, CA. The role runs standard business hours from 8 AM to 5 PM.

You will combine hands-on hardware and software support with remote capabilities, adhere to ITIL practices, and resolve customer issues with clear communication. The position may require on-call work and occasional after-hours coverage.