Cloud at Work

• 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/vCloud and private cloud infrastructure; Azure and AWS exposure preferred. • Investigate backup, replication, restore, and disaster recovery issues; validate recovery points and escalate risks when data protection gaps are identified. • Manage secure remote access technologies, including VPN, RDWeb/RDS, firewall rules, access controls, MFA-adjacent workflows, and user connectivity issues. • Document troubleshooting steps, technical findings, time entries, client impact, and resolution notes in ConnectWise Manage with enough detail for repeatability and auditability. • Use MSP toolsets such as ConnectWise Manage, ConnectWise Automate, ConnectWise Control, IT Glue, monitoring tools, and client documentation platforms to drive consistent service delivery. • Collaborate with Onboarding Engineers, Support Engineers, Service Delivery leadership, and project teams to transition new clients, reduce recurring issues, and improve support readiness. • Participate in on-call rotation and after-hours incident response when required.