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# Cloud Support Technician

- **Company:** IBA InfoTech Inc.
- **Location:** Raleigh, NC, United States
- **Experience:** Starter
- **Contract:** Permanent contract
- **Skills:** Active Directory, Macintosh Computers, Cloud Engineering, Domain Name System (DNS), IP Addressing, Subnetting, Traceroute, Microsoft Office, Networking Basics, Ping (Networking Utility), Information Technology
- **Published:** June 14, 2026
- **Apply:** https://ibainfotech.com/cloud-support-technician

## About the Role

* Some Entry Level Certs, Such as A+, Net+, Server+
 * Basic Networking (Ping, Trace Route, Gateway, DNS, Subnet, IP Address, MAC Address)
 * Basic Active Directory
 * Basic Troubleshooting Fundamentals
 * Proficiency in computer usage, internet, and Microsoft Office suite of applications.

## Description

(Essential Duties include but are not limited to):

 * Maintain multiple customer environments.
 * Update and Manage case backlog based on internal policies.
 * Crisis Management - Identify any high priority issues, escalate to the next level, and run incident management process
 * Provide a Customer-First experience while utilizing phones and email to manage cases.
 * Work cohesively with the team as well as all divisions of the company. Customer-first approach.
 * Effectively engage resources inside and outside of your team to further the troubleshooting and resolution of issues which may include other technical engineers, account teams, or project managers.
 * Act as frontline and receive incoming calls from the support hotline
 * Triage live calls and create cases with complete problem description and customer details
 * Resolve P3 & P4 monitoring alerts using detailed process guidelines
 * Resolve basic customer requests such as adding or deleting users using detailed process guidelines
 * Update cases with Technology, Sub-technology and Problem code to facilitate proper queue routing.
 * Be able to listen to, accept, and follow direction from more senior engineers.


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