About CloudCover
CloudCover is a global IT service provider specializing in third-party maintenance (TPM) and IT lifecycle management. Backed by in-house L1–L3 engineers, OEM subject-matter experts, and a global field service network, CloudCover helps partners and their customers simplify complex infrastructure operations. Its CoverIT™ platform unifies third-party maintenance, professional and managed services, monitoring, contracts, assets, and ticketing into a single operating model across desktop and data center environments, while MonitorIT™ adds AI-enabled proactive monitoring.
A SOC 2–certified organization with 24/7 global support, CloudCover enables partners to deliver white-labeled, enterprise-grade services that reduce cost, improve uptime, and drive predictable recurring revenue. For more information, visit cloudcover.it.
Job Description: CloudCover has a customer seeking a Sr. Services Technician for a 1 year 100% onsite position located in South San Francisco CA. The position will be normal business hours 8AM-5PM. The responsibilities of this position are as follows:
Anticipate and/or escalate issues proactively to ensure quick response/resolution times
Acquire and maintain knowledge of current support policies and methods of support delivery to provide accurate solutions to customers
Adhere to ticketing processes and documents issues appropriately and in a timely fashion.
Focus on proactive tasks as they are the foundation for increased system performance and reduced reactive tasks
Demonstrate advanced knowledge of ITIL concepts
Retrieve passwords from password tool
Ensure compliance with Synoptek’s document security standards and policies
Remain quality conscious via phone and email with both technical and non-technical customers
Write formal/informal documents/presentations based on a structured outline, conveying a point of view to the work team
Manage audience expectations by specifying actions and their expected timeline
Ensure compliance with the client’s code of business ethics, standards, and policies
Use advanced analytics including backup remediation, root cause analysis for infrastructure related outages, deploying patches and remediating alerts related to patches and more
Evaluate issues to determine the problem and identify the source and possible solutions using critical thinking skills
Draw connections between various aspects of a problem, and propose viable solutions that have been tested
Navigate between the amount of time spent on a ticket determining plan of action and escalating the issue to provide excellent customer service
After solving an issue, review the troubleshooting to achieve more efficiency in the future
Use and contribute to resources such as the Knowledgebase in the Synoptek portal to aid in
Issue resolution and increase efficiency
This position may require on call work and/or the need to work off hours
This job description is not designed to be a comprehensive list of the duties and responsibilities required of the employee in this position, as duties, responsibilities, and activities may change at any time with or without notice
Qualifications:
5+ years of professional experience
Excellent communication and customer service skills.
Solid troubleshooting background on both hardware and software specifically MS environment.
Hands on and remote support background
Extensive customer resolution background