Cloud Support Engineer Hanover, MD

Position: Cloud Support Engineer Hanover, MD, US + 1 more
## Cloud Support Engineer Hanover, MD, USApply Now Find out how well you match with this jobJob ID327318

Job Title:

Cloud Support Engineer Job Category:
Information Technology Time Type:
Full time Minimum Clearance Required to Start:
None Employee Type:
Regular Percentage of

Travel Required:

None Type of Travel:
None*
* **
* The Opportunity:

** CACI is seeking a Tier 1 / Tier 2 Cloud Support Engineer to support our Enterprise Cloud Solutions customers. This role operates during East Coast business hours and serves as the frontline point of contact for end-user support via phone, instant messaging, and email. You will work alongside a collaborative team of cloud professionals to ensure our customers experience minimal disruption and receive timely, high-quality assistance.

Day-to-day responsibilities range from handling routine service requests — such as password resets, access provisioning, and AWS Workspace troubleshooting — to progressively more complex tasks including cloud networking diagnostics, identity and access management issues, and VPN support. This is an excellent opportunity for a motivated support professional to grow their cloud skills in a structured, mission-focused environment.
** Responsibilities:
*** Serve as Tier 1 / Tier 2 support for users of our Enterprise Cloud Solutions products via phone, IM, and email during East Coast business hours
* Handle routine service requests including password resets, permissions/access requests, and account provisioning
* Troubleshoot and resolve issues with AWS Work spaces, including connectivity, performance, and configuration problems
* Escalate and track complex incidents using the team's ticketing system, ensuring accurate documentation and timely follow-up
* Assist users with identity and access management (IAM) issues, including cloud role permissions, IDAM, authentication and SSO problems
* Support VPN-related inquiries and connectivity issues (i.e. App Gate) for remote end-users
* Perform initial cloud networking diagnostics and assist with escalations related to routing, DNS, and firewall access
* Document recurring issues and contribute to the internal knowledge base to reduce repeat ticket volume
* Collaborate with senior cloud engineers and operations staff to resolve complex or multi-tier incidents
* Communicate clearly and professionally with end-users at varying levels of technical proficiency
* Participate in team standups and contribute to continuous improvement of support processes
*
* Qualifications:

***
* Required:

*** Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field; or equivalent practical experience
* 3+ years of experience in a help desk, IT support, or cloud support role (Tier 1 or Tier
2)
* Availability to work East Coast business hours (9:00 AM – 5:00 PM ET window)
* Experience supporting end-users via phone, email, and IM-based ticketing platforms
* Familiarity with cloud environments, particularly AWS (e.g., EC2, VPC, IAM, AWS Work spaces)
* Working knowledge of identity and access management concepts and tools (e.g., Okta, Active Directory, SSO, MFA)
* Experience with VPN client support and basic network connectivity troubleshooting
* Strong written and verbal communication skills with a customer-first mindset
* Ability to clearly document issues, steps taken, and resolutions in a ticketing system
* Ability to multitask across phone, IM, and email support channels in an environment with SLAs
* Experience administering Linux/Unix and Windows systems, including common tasks such as user management, file permissions, service configuration, and log review
* Ability to perform basic infrastructure and systems administration tasks in support of a managed cloud environment
* The desire and ability to learn new technologies and tools
** Desired:
*** Experience with App Gate or similar software-defined perimeter / ZTNA VPN solutions
* Hands-on experience with AWS Work spaces administration and troubleshooting
* Familiarity with cloud networking concepts such as VPC routing, security groups, DNS, and firewall rules
* Experience with Okta administration including user lifecycle management, MFA configuration, and…