Careers at CloudCover

Server/Storage Engineer Position Summary

This position requires a Break/Fix Hardware service engineer with 5-plus years of experience. Software Configuration a plus. The Server and Storage Engineer Level 2 and Level 3 resource will be able to design, build, and provide Level 2 and Level 3 troubleshooting support in a standard 8 hours per business day in Sofia Bulgaria for our worldwide customers. This design is required to accommodate our US-based support delivery L2 and L3 personnel that supports our business during off-hours, worldwide. This remote support work located in Sofia, Bulgaria will report to our Sofia and US-based Managers. 

The following OEMs are typical of what we currently support for Server and Storage Enterprise equipment but we are not limited to only these: 

• HPE, HP, Lenovo, IBM, Dell, EMC, Cisco, Hitachi, Brocade, Cisco, Aruba, Arista, Sun Microsystems, Intel, etc. 

Examples of OEM equipment for this consideration: 

• HPE ProLiant Servers G6 to G10, Blades, MSA, and EVAs 
• IBM X-series, P-series, and I-series Servers 
• EMC FAS, Data Domains, Clariion Storages 
• Hitachi VSP Storage Arrays 
• Dell 11 to 15G Servers and Blades 
• Cisco UCS Servers 
• Sun Microsystems Servers 

Responsibilities: 

• Receives and responds to internal incident escalation, to provide consultation on the next steps or further assistance to the Customer. 
• Receives and responds to inbound incident requests from Clients, and Internal & External users. 
• Performs routine triage on enterprise equipment and their peripherals under contract and T&M. 
• Provides regular and timely updates to all parties (internal and external) on incident statuses via email and portal. 
• Maintains detailed documentation, notes, and steps pending or completed on all support tickets. 
• Reforms triaging and troubleshooting of incident volume to resolve incidents according to SLAs. 
• Escalates issues following the escalation process and to Incident Managers. 
• Familiar with standard concepts, practices, and procedures within a supportive environment. 
• Relies on experience and judgment to plan and accomplish goals. 
• Performs a variety of technical tasks to complete requested work or remediate incidents 
• Works under general supervision 
• The role requires a certain degree of creativity and latitude in the troubleshooting process 
• Aids higher-tier engineering staff with problem research and documentation. 

Requirements: 

• Must be able to sit for prolonged periods of time in front of a computer.  
• Outstanding communication at all levels within an organization, both written and verbal. 
• Detail-oriented, and highly organized with the ability to effectively document critical information and processes. 
• Follow and adhere to defined processes and procedures. 
• Proficient in Microsoft Office Applications (Outlook, Word, Excel, PowerPoint, Etc.) 
• Ability to multi-task, prioritize, and manage time effectively in a highly dynamic environment 
• Excellent interpersonal skills and professional demeanor 
• Excellent customer service skills 
• English Language is preferred for Global Technical Support candidates 

Desired Experience: 

• 5 years plus FE, CE, on-site Tech, Trainer, or Service Engineer Work

CloudCover is a Gartner recognized SaaS company specializing in IT Contract Management with a focus on supporting our Channel Partner Clients and their end-users. To help support our rapid growth we are currently seeking a Service Desk Engineer. This position offers candidates the opportunity to be part of a company comprised of creative, highly motivated, team players. Customer satisfaction is at the core of what we do, and this role will rely heavily on that skillset as part of our Services Department.

Job Title: Service Desk Engineer

Job Location: Remote with some on-site time in Irvine, CA as needed

Key Responsibilities:

• Manage Service Desk tickets in a timely manner
• Respond to customer issues via phone, email, and computer chat
• Provide regular customer assistance for our Channel Partners and their end-users
• Document customer interactions
• Install, alter, and repair computer hardware and software 
• Follow-up with customers to ensure issues are resolved
• Schedule onsite technicians as hands-on for guided repairs

Your Qualifications:

• Microsoft Certified Systems Engineer designation (now Microsoft Certified Solutions Expert designation), preferred
• 2-5 years of experience working in a help desk environment
• Ability to understand how and when to escalate issues to the next tier/next level of difficulty
• Knowledge and experience with network infrastructure environments
• Confident communicator who understands the importance of clear communication when working with a distributed team and client base
• Detail oriented: you will be responsible for keeping detailed notes on tickets 
• Highly organized: you will be responsible for keeping the Service Desk tickets ordered correctly
• Flexibility to work a variety of shifts with some overtime possible
• Ability to diagnose and resolve basic computer technical issues
• A master-level multitasker
• Self-motivated with the ability to quickly master our industry-leading platform’s software
• Proximity to our Irvine, CA offices a plus

About CloudCover:

CloudCover has built the only intelligent support platform that allows IT Channel Partners to integrate, evaluate, and capitalize on their maintenance data. The platform normalizes disparate client datasets into dashboard views, simplifying contract and renewal management. It is backed by an evolving artificial intelligence, powered by machine learning, and supported by an in-house data science team. CloudCover was built for data.

Our team is comprised of highly motivated individuals who share the same passion to build flexible, creative, and nimble IT solutions. We've added over half a dozen people in the last 6 months with the same goal: invest in growing our team to continue to support our Channel Partner Clients, to grow their businesses.