Cloud Support Engineer

About Us Universal Business Team (UBT) is a dynamic, fast-paced global consulting organization dedicated to empowering family-owned businesses worldwide. With a presence in multiple countries, we provide our clients with an unparalleled range of business advisory services, coaching, consulting, and training programs designed to drive growth and success. Our mission is to deliver innovative solutions that enable businesses and families to thrive. The Opportunity: We are seeking a passionate and skilled Cloud Engineer to join our team and play a key role in supporting our clients' M365, cybersecurity products, and other cloud-based solutions. As a Cloud Engineer at UBT, you will be at the forefront of delivering cutting-edge technology solutions that make a real impact on our clients businesses. Why Join Us? Be part of a global organization that values innovation and continuous improvement. Collaborate with a team of professionals dedicated to making a difference for our clients. Work on diverse and impactful projects that keep you challenged and engaged. Support and develop cloud solutions that enable businesses to reach their full potential. What We're Looking For: We are looking for a dedicated Cloud Engineer who is ready to take on new challenges and bring their expertise to our team. If you're passionate about technology, eager to contribute to projects that drive tangible results, and thrive in a collaborative environment, we'd love to hear from you! Our Mission and Values: Vision: We empower people, at both work and home, so they create continuous and meaningful prosperity and well-being for the communities and economies in which they live. Mission: To be trusted and relevant to the people and communities we serve so they enable their families, businesses, and communities to thrive. Our Values: Serve - We think customer first. We add value to their business Integrity - Our word is our bond, and every commitment is without compromise. Respect - We work collaboratively and consistently strive to improve for the grater good. Teamwork - We break down barriers and work as one. Position Summary CUSTOMER SERVICE Investigate and resolve Helpdesk Tickets. Customer Friendly, quick and a helpful experience over email, tickets and phone. Provide the Client with advanced remote troubleshooting. Remote Hardware and Software Maintenance and Support. Ensure that Client Documentation is well maintained. USE OF OUR TICKETING SYSTEM Use our Ticketing System to remediate Helpdesk Tickets & Service Requests. Managing and recording all work though our Ticketing System for accurate billing. Clear and concise ticket notes and summaries. Ensure tickets aren't "stale" throughout the process and customers are always informed on your progress. Correct ticket triaging by categorizing, prioritizing, and managing support tickets based on complexity and urgency. USE OF OUR MONITORING & MANAGEMENT TOOL Review RMM dashboard and apply remediation actions as indicated by our processes. Review regularly scheduled/automated tasks as indicated by our processes. Experience providing support via remote tools and handling technical support tickets. PROJECT WORK Projects team will need additional resources to help deliver projects. When opportunities arise, the Project Engineerwill be required to help with project delivery. COMMUNICATION, REPORTING & RISK Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue. Identify, Communicate and Mitigate potential risks for Customers and be a good listener. Always follow best practice and weight in security vs usability for our customers. Follow Standard Operating Procedures (SOPs) for daily and weekly recurring tasks and customer onboardings. Follow all our Security Procedures and keep a vigilant eye for any security issues we or our customers might encounter. TEAMWORK Request "fresh eyes" from your peers to effectively troubleshoot any issues that you might not be able to resolve in adequate time on your own. Identify opportunities for improvement and make constructive suggestions for change on internal and customer infrastructure and processes. Ask questions and bounce ideas of your colleagues. SKILLS AND ATTRIBUTES DESIRED EXPERIENCE AND KNOWLEDGE: Ability to solve problems and challenges also think outside of the box. Diagnosing technical issues related to end user hardware and software. Understanding of support tools, techniques and how technology is used to provide MSP services. Understanding Network fundamentals: OSI Model, IP addressing, Subnetting, DNS, DHCP, TCP/UDP Ports, VPN, Port forwarding and Remote desktop connections. Understanding of NTFS and Share permissions. Managing and transferring Public Domains, configuring DNS Records and Website redirections. Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business. Knowledge of Operating systems (Windows 10,11), Business Applications, and Printing services. Incorporate Event viewer, Services.msc, MsConfig, PowerShell, CMD, File explorer, Regedit, Device Manager to troubleshoot and resolve customer end-point issues. Microsoft 365 Platform including Microsoft Partner Center, Entra ID, Intune, Exchange, Teams, SharePoint Online, MDM, Security and Compliance Center (Purview). Experience using a Ticketing and PSA System. Hands on experience utilizing Remote Monitoring and Management tools. EXPERIENCE AND KNOWLEDGE USING THE FOLLOWING WILL BE A BONUS: HALO Ticketing System. NinjaONE Remote Management and Monitoring tool. Configuring Cloud Backups and Migration Tools: Bit-Titan MigrationWiz, SkyKick Cloud Backups and AvePoint. SharePoint Online Site, Document library and permissions setup and migrations. Deploy Mail migrations from IMAP/POP hosted services to Microsoft365. Documentation software: IT Glue or Hudu. KnowBe4 Security Awareness Training Dashlane Password manager. Administering Microsoft Server 2012R2 - 2025 roles and features. OBTAINED ANY OF THE FOLLOWING CERTIFICATIONS OR (LIST) EXAMS INCLUDED WITHIN THESE CERTIFICATIONS: CompTIA A+, N+, Security+ Microsoft MCP, MCSA or MCSE, ITIL, ITSM. Microsoft 365 Certified Fundamentals. Microsoft 365 Certified: Endpoint Administrator Associate. Microsoft Certified Azure Fundamentals. Microsoft Certified: Security, Compliance and Identity Fundamentals. Microsoft Certified: Identity and Access Administrator Associate.

Created: 2024-11-10