We are a rapidly growing Cloud and Managed Service Provider in Woodland, NJ, specializing in delivering managed and security services primarily to the medical sector. Due to recent business expansion and increased client acquisition, we are seeking a dedicated Level 2 Cloud Engineer to join our team.

Responsibilities:

  • Technical Support:
    • Provide support for issues escalated from Level 1, ensuring timely and effective resolution.
    • Troubleshoot and resolve complex software, hardware, and network issues, including operating systems, business applications, printing systems, and email.
    • Analyze complex technical problems and offer long-term solutions when applicable.
    • Coordinate with vendors and third-party support as needed to resolve client issues.
  • Documentation and Knowledge Sharing:
    • Maintain detailed records of all support interactions, troubleshooting steps, and resolutions in our ticketing system.
    • Contribute to the knowledge base by documenting troubleshooting procedures and solutions to common issues.
    • Assist in creating and maintaining IT documentation for client networks and systems.
  • Client Communication:
    • Communicate effectively with clients to provide updates, gather additional information, and ensure resolution satisfaction.
    • Escalate unresolved issues to Level 3 support or management with a clear summary of actions taken and findings.
  • System and Network Monitoring:
    • Assist in monitoring client systems and networks, identifying and addressing potential issues before they affect operations.
    • Perform regular maintenance tasks to ensure systems operate efficiently and securely.
  • Project Assistance:
    • Support IT projects, including system upgrades, migrations, and new installations, under the guidance of project managers and senior technicians.
    • Provide onsite or remote assistance as needed, ensuring tasks are completed within planned timelines.

Skills & Qualifications:

  • Proven experience in a technical support role, in an MSP environment.
  • Strong knowledge of Windows, networking concepts, and common business applications.
  • Excellent problem-solving and analytical skills.
  • Ability to work independently and collaboratively within a team.
  • Strong communication and customer service skills.
  • Relevant certifications (e.g., CompTIA, Microsoft, Cisco) are advantageous.

Pay & Benefits:

  • $55-$65k
  • Health insurance
  • Paid time off, holidays
  • 401k
  • yearly bonus opportunities