Cloud Support Engineer

About this role

About Net at Work

Founded in 1996, Net at Work is one of North America’s largest technology advisors and solution providers for small and mid-size businesses. Our award-winning consultancy offers a rich portfolio of next-generation technology, industry expertise, implementation and managed services to help organizations derive value from the transformative benefits of technology.

Through the integration of ERP, HCM and/or CRM solutions, Net at Work offers unique, industry-specific solutions and operation platforms that enable companies to compete more effectively in today’s digital economy. For more information, visit www.netatwork.com.

About this Position

The Cloud Support Engineer provides advanced remote technical support for Cloud@Work clients across hosted desktop, server, network, identity, backup, and application-adjacent infrastructure. This role is hands-on, escalation-oriented, and accountable for restoring service quickly while documenting root cause, corrective actions, and follow-up recommendations in ConnectWise Manage.

The ideal candidate is technically strong, disciplined in troubleshooting, comfortable working across multiple client environments, and able to communicate clearly with end users, internal engineers, service leadership, and onboarding teams.

Job Responsibilities

• Triage, troubleshoot, and resolve escalated support incidents across Windows Server, Remote Desktop Services, Active Directory, Group Policy, SQL Server, Microsoft 365, virtualization, VPN, firewall, printing, and endpoint access issues.
• Perform structured remote diagnosis, including log review, service validation, event correlation, connectivity testing, user/session analysis, and change impact review.
• Support hosted application environments, including IIS/SMTP dependencies, SSL certificate management, database connectivity, and application access workflows.
• Administer and support cloud and virtualization platforms, including VMware vSphere/ESXi/v...