Role Description As a part of the Cloud Premier Team, the primary responsibility of the Cloud Service Technician is to provide our clients with premium troubleshooting experience via our phone queue system. 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. This is a remote work position. Key Responsibilities - 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. Qualifications - 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. Eligibility Requirements - This role is open to US Citizens or permanent residents authorized to work in the United States. Rightworks LLC is unable to offer visa sponsorship. - Due to specific state regulations, we are unable to accept applications from residents of California, Hawaii, or Alaska. - Relocation will not be offered for this position. Compensation - The hourly compensation for this role is $21.43/hour. Benefits - Competitive salaries to recruit the best talent. - Company-paid short and long-term disability insurance, life insurance, and a generous 401K match. - Highly affordable medical, dental, vision coverage, and many other valuable benefits. - Flexible PTO and numerous paid holidays. - Encouragement to give back to our communities by providing paid volunteer time off. - Proud to be an Equal Opportunity Employer!

• Customer Engagement: Act as the primary technical leader in customer calls, leading technical discussions and presenting solutions. • Project Delivery: Support DevOps, migration, and modernization projects by delivering high-quality technical outcomes. • Project Management: Work with PMs to create detailed project backlogs and roadmap to ensure successful project delivery. • Technical Escalation: Serve as a hands-on escalation point for complex technical issues during project execution. • Mentorship: Guide team members on AWS solutions, migration strategies, and best practices, fostering skill development. • Migration Leadership: Leverage deep cloud migration experience to ensure seamless transitions to AWS from on-premises environments. • Solution Design: Design and implement innovative solutions, remaining hands-on throughout project lifecycles. • Continuous Improvement: Stay updated on AWS offerings, DevOps tools, and emerging technologies to drive innovation.

• Lead the design, integration, and evolution of enterprise virtual assistant using Moveworks platform • Integrate Moveworks with enterprise systems such as Workday, Concur, ServiceNow and other enterprise technologies • Automate support workflows and improve employee experience • Partner closely with IT operations, service owners, and business stakeholders to define use cases and establish governance • Provide technical leadership across design and delivery including architecture reviews

• Develop, maintain, and refine Terraform code to support infrastructure-as-code best practices • Assist with defining baseline architectures and best practices for tenants • Build, configure, and maintain AWS infrastructure across multiple tenant environments • Review and remediate AWS Security Hub findings • Onboard new tenants and offboard departing ones, ensuring appropriate provisioning and security • Troubleshoot infrastructure issues using AWS native tools