Sr. Services Technician

Cloud Cover is a global IT service provider specializing in third-party maintenance (TPM) and IT lifecycle management. Backed by in-house L1–L3 engineers, OEM subject-matter experts, and a global field service network, Cloud Cover helps partners and their customers simplify complex infrastructure operations. Its CoverIT™ platform unifies third-party maintenance, professional and managed services, monitoring, contracts, assets, and ticketing into a single operating model across desktop and data center environments, while MonitorIT™ adds AI-enabled proactive monitoring.

A SOC 2–certified organization with 24/7 global support, Cloud Cover enables partners to deliver white-labeled, enterprise-grade services that reduce cost, improve uptime, and drive predictable recurring revenue. For more information, visit cloudcover.it.

Cloud Cover has a customer seeking a Sr. Services Technician for a 1 year 100% onsite position located in South San Francisco CA. The position will be normal business hours 8AM-5PM. The responsibilities of this position are as follows:

• Anticipate and/or ...
• Acquire and maintain knowledge of current support policies and methods of support delivery to provide accurate solutions to customers
• Adhere to ticketing processes and documents issues appropriately and in a timely fashion.
• Focus on proactive tasks as they are the foundation for increased system performance and reduced reactive tasks
• Demonstrate advanced knowledge of ITIL concepts
• Retrieve passwords from password tool
• Ensure compliance with Synoptek’s document security standards and policies
• Remain quality conscious via phone and email with both technical and non-technical customers
• Write formal/informal documents/presentations based on a structured outline, conveying a point of view to the work team
• Manage audience expectations by specifying actions and their expected timeline
• Ensure compliance with the client’s code of business ethics, standards, and policies
• Use advanced analytics including backup remediation, root cause analysis for infrastructure related outages, deploying patches and remediating alerts related to patches and more
• Evaluate issues to determine the problem and identify the source and possible solutions using critical thinking skills
• Draw connections between various aspects of a problem, and propose viable solutions that have been tested
• Navigate between the amount of time spent on a ticket determining plan of action and escalating the issue to provide excellent customer service
• After solving an issue, review the troubleshooting to achieve more efficiency in the future
• Use and contribute to resources such as the Knowledgebase in the Synoptek portal to aid in
• Issue resolution and increase efficiency
• This position may require on call work and/or the need to work off hours
• This job description is not designed to be a comprehensive list of the duties and responsibilities required of the employee in this position, as duties, responsibilities, and activities may change at any time with or without notice

• 5+ years of professional experience
• Excellent communication and customer service skills.
• Solid troubleshooting background on both hardware and software specifically MS environment.
• Hands on and remote support background
• Extensive customer resolution background