Cloud Support Technician

This is your chance to join a team of top-notch Microsoft Support Technicians who work closely together to support a variety of clients and environments. This role is in office Monday-Friday 12pm-9pm.

Emergent Software is seeking a Cloud Support Technician to join our growing Cloud Support team. Qualified candidates will have experience installing, maintaining, and troubleshooting computer hardware and software issues for end-users. Diagnosing, repairing technical issues, providing technical phone support, managing equipment, and maintaining systems security and resiliency.  In addition to the technical requirements, candidates must have the soft skills to work with all different levels of end users to create a great support experience.   

Highlights & Benefits of working at Emergent Software 

• Work closely with other talented team members. Our vetting process means you can count on your team members to know what they are talking about. 

• Enjoy a variety of work! Support a wide range of client environments and users, handling new technical challenges every day and making sure everyone gets top-notch help.

• 100 hours per year to focus on your professional development. We invest in your growth! 

• Grow your career without leaving the tech track. At Emergent Software, you can advance and be recognized as a technical expert without transitioning into people management. We value deep technical expertise as much as leadership and have established clear career paths for those who want to stay hands-on.  

• Profit sharing bonus means as we’re successful, you’re successful 

• Excellent benefits package including medical insurance, dental, vision, 401(k) matching, FSA, disability, life insurance, and paid parental leave 

Primary Duties

Primary intake for client support requests 

• Taking and solving Level 1 & 2 tickets. Helping other team members ticket queues. Closely working with Tier 2 and Tier 3 support on escalated tickets. 

• Provide phone support for computer hardware, software, printers, AV systems, and peripheral devices across diverse client environments.

• Diagnose, troubleshoot, and resolve end-user issues related to Windows 11 devices, network connectivity, multi-monitor setups, and docking stations, ensuring minimal downtime and excellent user experience.

• Providing proactive support to our managed services clients.

• Occasional requirement to go onsite for specific customer needs. 

• Participate in a scheduled on-call rotation (approximately every 6 weeks) to provide after-hours support, with additional compensation for extra hours worked.

Documentation & Administration:

• Track time daily in Toggl accurately and to customer specifications 

• Work clearly and promptly in Zendesk (and other ITSM tools), keeping clients, teammates, and management informed of progress and resolution status.

• Develop and maintain technical documentation and contribute to internal knowledge bases to support continuous improvement and onboarding of new team members.

Internal Emergent Software support:

• Support Emergent Software users and computers with standardized setup

• Provision and manage internal systems and company devices for onboarding and offboarding 

• Provide patching, and proper lifecycle management. 

• Support for office equipment in conference rooms and other miscellaneous hardware.

Collaboration and continuous improvement:

• Contribute to a collaborative, positive team culture that values communication, accountability, and continuous learning.

• Collaborate directly with clients of varying technical backgrounds, delivering exceptional customer service, clear communication, and proactive follow-up to ensure satisfaction.

• Identify opportunities for improvement in client environments, whether through automation, standardization, or preventative maintenance, and collaborate with the Cloud Support team to implement solutions.

• Stay current on emerging Microsoft technologies (including Intune, Defender, and AutoPilot) and continuously grow your technical expertise through training and certification.

• Adapt and assist as needed. No two days are the same, and your flexibility and curiosity will make a real impact for clients and teammates alike.

Qualifications

• 2+ years’ experience supporting customers in a Service desk

• Experience supporting Microsoft Windows 11 

• Multi-monitor, docking station, and AV setup experience

• Printer setup and troubleshooting

• Experience with ticketing platforms (Zendesk, ServiceNow, Jira, etc.)

• Strong problem-solving, communication, and interpersonal skills—patience is a must!

• Tech-savvy and able to quickly learn new software and procedures

• Diligent about tracking time and updating tickets

Nice to Have Skills

• Degree in computer science or similar experience

• Familiarity with Office 365 portal, Intune, Auto Pilot, and Microsoft Defender for Endpoint

• Experience supporting non-Windows devices (Mac, iOS, Chromebooks)

• Scripting and PowerShell skills

• Mobile device management experience

• Experience with RMM tools (NinjaOne)

• Basic networking knowledge

• Virtual desktop infrastructure (AVD, Citrix, Horizon)

• Microsoft certifications (MD-102, SC-300, AZ-800, MS-700)

Our Vetting Process 

At Emergent Software, we work hard to find the best people capable of delivering high quality services to our clients. If you think you’re one of those, please understand that the effort put into this by people like yourself helps us be successful in surrounding you with other top-notch people. Here are the steps of our vetting process for this position: 

1. Application (5 minutes) 

2. Online Assessment (40-50 minutes) 

3. Initial Phone Interview (30 minutes) 

4. Hiring Manager Interview (30 minutes) 

5. Virtual Interview with Director and Manager (60 min)

6. Final Interview in Office (90 minutes) 

7. Job Offer 

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