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Cloud Service Technician

2 months ago

Hudson, United States Rightworks LLC Full time
Job DescriptionJob Description

Rightworks offers the only intelligent cloud purpose-built for accounting firms and professionals. Our managed IT and application services are backed by award-winning around-the-clock U.S.-based support and ensure customers have reliable access to their technology anytime, anywhere. Additionally, we provide software solutions that improve accounting business workflows and provide access to a nationwide peer community and educational resources. Our success is made possible by leveraging decades of specialized experience in leading accounting companies and simplifying the complexity that comes with the accounting business. More than 8,500 accounting firms and 60,000 SMBs count on us to run their business every day.
We have a great team, we’re growing fast, and have a winning culture based on innovation, teamwork, and mutual respect.
Job Overview
We are on a mission to transform the accounting industry by providing the best, most advanced cloud technology solutions and service. We need smart, hard-working, caring, ambitious talent to keep up with our growth and to figure out better ways to solve new technical challenges.
As a part of the One Space Firm Premier Team, the primary responsibility of the Cloud Service Technician is to provide our clients a premium troubleshooting experience via our phone queue system. 
This is a remote work position.
Responsibilities
This role is designed as a Launchpad for your IT career.  Your primary objective is to act as a first responder to client requests, addressing a diverse range of technical issues with the aim of delivering solutions that enhance our clients’ experience with our cloud solutions.
Your daily activities will contribute to building a strong reputation for reliable troubleshooting and outstanding customer service. You'll engage with clients remotely, utilizing chat, email, phone, and remote desktop tools to address their needs. The issues you encounter will vary, offering you a vast landscape of learning and growth in technical support.
Your responsibilities will include:

  • Providing first-level technical support for cloud servers, applications, and managed workstations within a Citrix environment.
  • Addressing a spectrum of technical issues involving servers, connectivity, networking, printers, applications, virtualization, security, and directory services.
  • Prioritizing client satisfaction by delivering a consistently positive service experience and resolving issues efficiently.
  • Serving as the initial point of contact for new support tickets or calls, identifying and troubleshooting client technical issues.
  • Diligently documenting all client interactions, incidents, and troubleshooting steps within our ticketing system to maintain clear and accurate records.
  • Contributing to the development and maintenance of our internal documentation, knowledge bases, and best practice guides, with a special emphasis on Citrix-based solutions.
  • Communicating technical information in a way that is understandable to both technical and non-technical clients, ensuring clarity and client confidence.
  • Escalating complex client issues to higher-level support teams with detailed context for further investigation and resolution.
  • Employing Citrix management tools to oversee and administer virtual applications and desktops.
Requirements
  • High school diploma or equivalent; higher education or certifications in IT or related field preferred.
  • CompTIA A+ Certification preferred but not required.
  • Minimum of 2 years in customer service.
  • Ability to maintain meticulous records within ticketing systems, providing clear and comprehensive documentation of client issues and steps taken to resolve them.
  • Proficiency in Windows OS.
  • Familiarity in Citrix environments preferred.
  • Understanding of cloud computing platforms and virtualization technologies.
  • Experience with MS Active Directory, local networking, and troubleshooting in a virtual desktop infrastructure.
  • Excellent verbal and written communication abilities to convey technical information clearly to both technical and non-technical clients.
  • Strong analytical and problem-solving skills.
  • Exceptional customer service skills.
  • A collaborative spirit, ready to work as part of a team and contribute positively to a supportive work environment.

Benefits

We offer competitive salaries and benefits to attract and retain the best talent. We offer highly affordable medical, dental, and vision coverage, along with many other valuable benefits, including a generous PTO package and numerous paid holidays, affording you the time to be there for what is important in your life. We also offer company-paid short- and long-term disability insurance, life insurance and a generous 401K match. We encourage giving back to our communities by providing volunteer paid time off. We are an equal-opportunity employer.

This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at any time at the sole discretion of the employer.

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