About Us: Kloud9 is a leading provider of comprehensive IT solutions for businesses seeking secure, reliable, and scalable technology services. With a commitment to exceptional client satisfaction, we provide managed IT, cloud solutions, cybersecurity, and network management to a wide range of clients.

Position Overview:

As a Tier 2 Technical Specialist at our MSP, you will play a pivotal role in deploying, managing, and supporting IT infrastructure for our clients. This role involves working on diverse client projects, handling complex technical tasks, and ensuring high-quality service delivery. The ideal candidate has hands-on experience with IT environments, strong troubleshooting skills, and a focus on delivering exceptional client solutions.

Key Responsibilities:

• 
  Project Deployment: Assist in the implementation of IT infrastructure projects, including network upgrades, server installations, cloud migrations, and security enhancements, under the guidance of senior engineers and project managers.
  


• 
  Technical Support: Provide Tier 2 support for escalated issues, resolving complex client requests and managing troubleshooting efforts to completion.
  


• 
  System Configuration and Documentation: Configure client systems according to project specifications, maintaining accurate documentation of configurations, workflows, and system updates.
  


• 
  Client Communication: Collaborate with clients to understand technical requirements and provide progress updates, ensuring clear communication and maintaining high levels of client satisfaction.
  


• 
  Network and System Management: Assist with managing, monitoring, and maintaining client environments, including cloud services, network devices, and security tools.
  


• 
  Automation and Scripting: Develop and utilize scripts and automation tools to improve service efficiency, reduce downtime, and minimize manual tasks.
  


• 
  Compliance and Security: Implement best practices for security and compliance, including setting up backup protocols, performing regular security checks, and adhering to industry standards.
  

Required Skills and Qualifications:

• 
  Education: Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field preferred.
  


• Skills and Competencies:




• Strong knowledge of Windows and Linux environments, Active Directory, Office 365, and virtualization platforms (VMware, Hyper-V).


• Proficient with networking concepts, including LAN/WAN, VPNs, firewalls, and TCP/IP.


• Experience with cloud platforms like AWS or Azure and familiarity with backup and disaster recovery solutions.


• Solid troubleshooting and problem-solving skills, with experience in ticketing systems and remote support.


• Familiarity with security practices, including firewalls, anti-virus software, and multi-factor authentication.

• 
  Certifications: Relevant certifications such as CompTIA Network+, CompTIA Security+, Microsoft Certified Solutions Associate (MCSA), or similar are a plus.
  

Experience:

• >5 years years in IT support or engineering, ideally within an MSP or multi-client environment.

Work Environment:

• 
  Shift Work: May require occasional on-call or shift-based work to handle urgent or critical incidents.
  


• 
  Work Location: [Remote/On-site] based on company policy.
  

Why Join Us?

• 
  Growth Opportunities: Expand your skills in a supportive environment with access to advanced training and certifications.
  


• 
  Innovative Environment: Work with the latest technologies across varied projects in cloud, networking, and security.
  


• 
  Collaborative Team: Join a knowledgeable and supportive team committed to providing excellent client service.
  

If you're a motivated problem-solver with a passion for IT and client service, we'd love to have you join our team!