Rightworks · 1 day ago
Cloud Service Technician
United States
Full-time
Remote
Entry Level
$21.43/hr - $21.43/hr
2+ years expRightworks is an innovative company offering intelligent cloud solutions tailored for accounting firms and professionals. The Cloud Service Technician will provide premium troubleshooting support for clients through various communication channels, ensuring a positive service experience and efficient issue resolution.
AccountingB2BCloud ManagementCloud SecurityFinanceInformation ServicesInformation TechnologyInternetSoftware
No H1B
U.S. Citizen Only
Responsibilities
Providing first-level technical support for cloud servers, applications, and managed workstations within a Citrix environment
Addressing a spectrum of technical issues involving servers, connectivity, networking, printers, applications, virtualization, security, and directory services
Prioritizing client satisfaction by delivering a consistently positive service experience and resolving issues efficiently
Serving as the initial point of contact for new support tickets or calls, identifying and troubleshooting client technical issues
Diligently documenting all client interactions, incidents, and troubleshooting steps within our ticketing system to maintain clear and accurate records
Contributing to the development and maintenance of our internal documentation, knowledge bases, and best practice guides, with a special emphasis on Citrix-based solutions
Communicating technical information in a way that is understandable to both technical and non-technical clients, ensuring clarity and client confidence
Escalating complex client issues to higher-level support teams with detailed context for further investigation and resolution
Employing Citrix management tools to oversee and administer virtual applications and desktops
Qualification
Required
High school diploma or equivalent; higher education or certifications in IT or related field preferred
Minimum of 2 years in customer service
Ability to maintain meticulous records within ticketing systems, providing clear and comprehensive documentation of client issues and steps taken to resolve them
Proficiency in Windows OS
Understanding of cloud computing platforms and virtualization technologies
Experience with MS Active Directory, local networking, and troubleshooting in a virtual desktop infrastructure
Excellent verbal and written communication abilities to convey technical information clearly to both technical and non-technical clients
Strong analytical and problem-solving skills
Exceptional customer service skills
A collaborative spirit, ready to work as part of a team and contribute positively to a supportive work environment
Preferred
Higher education or certifications in IT or related field
CompTIA A+ Certification
Familiarity in Citrix environments
Benefits
Company-paid short and long-term disability insurance
Life insurance
Generous 401K match
Highly affordable medical, dental, vision coverage
Flexible PTO
Numerous paid holidays
Paid volunteer time off
Company
Rightworks
Cloud services provider purpose-built for accounting firms and professionals
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2016-09-26Acquired
Leadership Team
Ian Williams
Chief Executive Officer
J
Jenny Buchholz
Chief Financial Officer
Recent News
NH Business Review
2025-08-22
Company data provided by crunchbase