What are the responsibilities and job description for the Technician, Cloud Services position at Tom McLeod Software Corporation?
Description
The Cloud Services Technician’s primary responsibility will be to work directly with customers and internal teams to resolve day-to-day technical issues within McLeod Software Cloud Services customer environments, serving as the first point of contact for Cloud Services support requests and basic server alerts, and escalating more complex issues to Cloud Services Administrators as needed.
What You’ll Do
- Respond to and resolve assigned work orders within established queue priorities, documenting troubleshooting steps and resolution details clearly.
- Follow the defined escalation path (peer consultation, then Tier 2/3 Administrators) for issues beyond Tier 1 scope.
- Complete routine user administration requests (account setup, access changes, resets) accurately and on time.
- Monitor and respond to system alerts within Tier 1 scope, escalating infrastructure-level issues appropriately.
- Maintain responsive, professional communication with customers and the team throughout ticket resolution.
- Servicing customer and internal work orders for Tier 1 level support.
- Collaborate with cross-functional teams to resolve customer issues with services related to hosting McLeod Software solutions.
- Assist with setup tasks for new customers/environments.
- Provide exceptional customer services to internal and external customers.
- Remedy basic server issue alerts.
What You Bring
- Ability to learn internal software and systems
- Strong oral and written communication skills
- Ability to manage competing projects and priorities effectively
- Ability to collaborate with internal and external contacts at varying organizational levels
- Independent and Resourceful
Requirements
- Bachelor’s degree is preferred, or an Associate’s degree with 2 years of relevant experience working with cloud technologies, virtualization, server infrastructure, transportation, or software industry, required.
- At least one year of experience providing technical software to customers is preferred.
- Intermediate knowledge of Microsoft Office Suite.
- Working understanding of public cloud technologies (i.e Axure or AWS), MSSQL database tools and/or virtualization tools preferred.
Why McLeod Software?
At McLeod Software, we believe that our employees are our greatest competitive advantage. Each employee contributes directly to McLeod Software’s growth and success. When you join McLeod, you’re joining a company that’s built for the long haul—with a clear vision, strong leadership, and a commitment to investing in our people.