• Cloud support specialist (Systems and Cloud support) is responsible for providing advanced technical support to our customers who use our cloud-based software products. You will be the escalation point for customers who are experiencing complex technical issues or have questions about our products, and it will be your job to troubleshoot and resolve their problems in a timely and professional manner.

• To be successful in this role, the Cloud Support Specialist will be expected to have a solid understanding of cloud technologies and architecture, as well as knowledge of network and systems administration. They should be able to effectively communicate technical information to both technical and non-technical stakeholders, and be able to work independently to resolve issues.

• Skills and Qualifications:

  • Knowledge of Active Directory, Windows Server administration, managing users, Group Policies, Security, and permissions.

  • Strong knowledge of SQL Server Database Administration and relational database concepts.

  • Working knowledge of configuring MS Outlook with IMAP/POP/Exchange servers.

  • A solid understanding of cloud technologies and architecture such as AWS, Azure, or IaaS-based providers.

  • Experience with monitoring and analytics systems such as (Datadog, Solarwinds, and New Relic).

  • Demonstrated knowledge of basic networking concepts and terminology.

  • Moderate knowledge of Scanning, Printing software installs, and troubleshooting.

  • Working knowledge of basic standard software such as MS Office suites, Adobe suites, and multiple Windows OS platforms.

  • Working knowledge of MS IIS (Internet Information Services).

  • Experience with Virtual deployments (VMware, Hyper-V, KVM, or similar).

  • Understand networking concepts such as routing, gateways, remote connectivity, and some network administration including VPN configuration.

  • The ability to work independently and effectively troubleshoot technical issues.

  • Demonstrated knowledge of remote connection technologies; including Citrix, and MS Terminal Server.

  • Soft Skills such as Communication, Teamwork, Adaptability, Problem-Solving, Creativity, Work Ethic, Interpersonal Skills, and Time Management.

  • Bachelor's degree, preferably major in computer science or relevant experience.

• Job Duties:

  • Provide telephone, and Internet support to customers who have questions or issues related to system configuration/setup, product functionality (attachments, scanning, printing, exporting), performance, and hosted software services.

  • Troubleshoot and solve technical issues including system performance, permissions, connectivity, login issues, and application errors.

  • Provide expertise related to SQL Database Administration (back-ups, maintenance plans, user administration) for all Viewpoint product suites.

  • Assist customers with Viewpoint software client/server environment.

  • Assist customers with Viewpoint Cloud administration and services.

  • Assist customers with software upgrades, migration, and transformation.

  • Provide assistance to other departments with technical issues.

  • Monitors, tracks, and documents customer support calls and related activities in the CRM system.

  • Effectively document issues/feedback from customers for use by Development in research and resolution of defects.

  • Develops Knowledge Base articles to document troubleshooting steps and common solutions to frequent calls for use by customers and peers.

  • Implement performance optimizations suggested by the engineering personnel.

  • Respond to alerts, and help monitor, tune, and configure Non-Production and Production monitoring for best sustainable performance.

  • Follow documented processes for troubleshooting, engagement, escalation, and others with 3rd-party hosting partners.

  • Research and diagnose issues independently or as a team.

  • Support after-hours and on-call duties as required.

• Competencies:

  • Strong customer-service orientation and commitment to ensuring timely, quality solutions to customer issues.

  • Ability to understand technical concepts and communicate them clearly to individuals with varied backgrounds and skill levels.

  • Demonstrated ability to empathize with customers, actively listen; ability to always defuse situations rather than intensify one.

  • Identifies and resolves problems in a timely manner and gathers and analyzes information skillfully.

  • Demonstrates accuracy, thoroughness, and monitors own work to ensure quality, presents numerical data effectively, and is able to read and interpret written information.

  • Well-organized, self-directed team player. Remains open to others' ideas, and exhibits a willingness to try new things.

  • Demonstrates excellent written and verbal communication skills, active listening, and transmits information accurately and understandably.

  • Consistently seeks feedback, and effectively presents and explains information to various group sizes and levels of knowledge.

  • Exhibits professionalism, discretion, and good judgment in all interactions with co-workers, customers, vendors, and others.

  • Handles confidential and sensitive information and records with a high degree of discretion, diligence, and good judgment.

  • Consistently at work and on time, follows instructions, responds to management direction, and solicits feedback to improve performance.

  • Ability to quickly develop and maintain a high level of knowledge of Viewpoint software products and remain an expert on current product knowledge both from an internal and from a user perspective.

Trimble Inc. is proud to be an Equal Opportunity and Affirmative Action Employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, status as a covered veteran in accordance with applicable federal, state and local laws, or any other protected factor. EOE/M/F/V/D