Compunnel, Inc.
Cloud Engineering Support Specialist I
Compunnel, Inc., Raleigh, North Carolina, United States, 27601
We are seeking a Cloud Engineering Support Specialist I to provide frontline support across multiple customer environments. This entry-level role is ideal for candidates with a solid foundation in IT support and a passion for cloud technologies. You’ll work closely with internal teams and clients, handling support tickets, basic troubleshooting, and escalating issues when necessary—all while delivering an outstanding customer experience.
Key Responsibilities
Support and maintain multiple customer environments in line with RapidScale standards.
Manage and update service tickets, ensuring timely resolution and compliance with internal SLAs.
Triage and escalate high-priority issues through proper crisis management protocols.
Deliver excellent customer support via phone, email, and ticketing systems.
Collaborate with internal engineers, account managers, and project teams to resolve issues efficiently.
Document issues, resolutions, and processes to ensure continuous improvement.
Follow direction from senior engineers and seek guidance as needed.
Provide on-site support when required (minimal travel).
Flexibility to work varied shifts (including evenings, nights, weekends) as scheduled.
Minimum Qualifications
High school diploma/GED and less than 2 years of technical support experience (OR) No diploma/GED with 2+ years of relevant experience. Foundational knowledge of:
Microsoft Active Directory (e.g., password resets, group membership) Basic Networking (e.g., IP/MAC addresses, Layer 1 vs Layer 2 concepts) Proficient with Microsoft Office Suite and general computer systems. Excellent verbal and written communication skills. Strong time management and multitasking capabilities. Customer-first mindset and commitment to delivering exceptional service. Preferred Qualifications
Experience with: Fortigate firewalls and SD-WAN solutions Advanced Networking (NAT, Subnetting, VPN, Fortigate, vShield Edge)Server performance monitoring Tools like N-able
Prior experience in a Managed Service Provider (MSP) environment.
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High school diploma/GED and less than 2 years of technical support experience (OR) No diploma/GED with 2+ years of relevant experience. Foundational knowledge of:
Microsoft Active Directory (e.g., password resets, group membership) Basic Networking (e.g., IP/MAC addresses, Layer 1 vs Layer 2 concepts) Proficient with Microsoft Office Suite and general computer systems. Excellent verbal and written communication skills. Strong time management and multitasking capabilities. Customer-first mindset and commitment to delivering exceptional service. Preferred Qualifications
Experience with: Fortigate firewalls and SD-WAN solutions Advanced Networking (NAT, Subnetting, VPN, Fortigate, vShield Edge)Server performance monitoring Tools like N-able
Prior experience in a Managed Service Provider (MSP) environment.
#J-18808-Ljbffr