Sr. Services Technician

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

About CloudCover

CloudCover is a global IT service provider specializing in third-party maintenance (TPM) and IT lifecycle management. Backed by in-house L1–L3 engineers, OEM subject-matter experts, and a global field service network, CloudCover helps partners and their customers simplify complex infrastructure operations. Its CoverIT™ platform unifies third-party maintenance, professional and managed services, monitoring, contracts, assets, and ticketing into a single operating model across desktop and data center environments, while MonitorIT™ adds AI-enabled proactive monitoring. A SOC 2–certified organization with 24/7 global support, CloudCover enables partners to deliver white-labeled, enterprise-grade services that reduce cost, improve uptime, and drive predictable recurring revenue. For more information, visit cloudcover.it.

Job Description:

CloudCover has a customer seeking a Sr. Services Technician for a 1 year 100% onsite position located in South San Francisco CA. The position will be normal business hours 8AM-5PM. The responsibilities of this position are as follows:

• Anticipate and/or ...
• Acquire and maintain knowledge of current support policies and methods of support delivery to provide accurate solutions to customers
• Adhere to ticketing processes and documents issues appropriately and in a timely fashion.
• Focus on proactive tasks as they are the foundation for increased system performance and reduced reactive tasks
• Demonstrate advanced knowledge of ITIL concepts
• Retrieve passwords from password tool
• Ensure compliance with Synoptek’s document security standards and policies
• Remain quality conscious via phone and email with both technical and non-technical customers
• Write formal/informal documents/presentations based on a structured outline, conveying a point of view to the work team
• Manage audience expectations by specifying actions and their expected timeline
• Ensure compliance with the client’s code of business ethics, standards, and policies
• Use advanced analytics including backup remediation, root cause analysis for infrastructure related outages, deploying patches and remediating alerts related to patches and more
• Evaluate issues to determine the problem and identify the source and possible solutions using critical thinking skills
• Draw connections between various aspects of a problem, and propose viable solutions that have been tested
• Navigate between the amount of time spent on a ticket determining plan of action and escalating the issue to provide excellent customer service
• After solving an issue, review the troubleshooting to achieve more efficiency in the future
• Use and contribute to resources such as the Knowledgebase in the Synoptek portal to aid in
• Issue resolution and increase efficiency
• This position may require on call work and/or the need to work off hours
• This job description is not designed to be a comprehensive list of the duties and responsibilities required of the employee in this position, as duties, responsibilities, and activities may change at any time with or without notice

Qualifications:

• 5+ years of professional experience
• Excellent communication and customer service skills.
• Solid troubleshooting background on both hardware and software specifically MS environment.
• Hands on and remote support background
• Extensive customer resolution background