About Net at Work

Founded in 1996, Net at Work is one of North America’s largest technology advisors and solution providers for small and mid-size businesses. Our award-winning consultancy offers a rich portfolio of next-generation technology, industry expertise, implementation and managed services to help organizations derive value from the transformative benefits of technology. 

Through the integration of ERP, HCM and/or CRM solutions, Net at Work  offers unique, industry-specific  solutions and operation platforms that enable companies to compete more effectively in today’s digital economy. For more information, visit www.netatwork.com. 

About this Position

The Cloud Support Analyst plays a pivotal role in overseeing the performance, processes, and customer service excellence of our Managed Services support team. This individual acts as the primary point of contact for the Cloud Team, ensuring operational efficiency, fostering collaboration across departments, and maintaining the highest standards of client satisfaction. By driving innovation, establishing performance metrics, and creating resources to support both internal processes and customer needs, this role is essential to delivering seamless service and achieving organizational success.

Job Responsibilities

Client Support

• Serve as the central point of contact for the Cloud Team, promoting clear communication and accountability across team members.
• Handle support tickets and escalations with urgency, ensuring timely and effective resolutions to maintain exceptional customer satisfaction.
• Collaborate closely with Cloud and Managed Services leadership to align team efforts with organizational goals.

Metrics and Performance Reporting

• Develop, monitor, and analyze Key Performance Indicators (KPIs) to track team performance, efficiency, and service quality.
• Prepare detailed monthly reports for stakeholders, offering insights, trend analysis, and actionable recommendations for improvement.

Process and Knowledge Management

• Design and maintain comprehensive documentation for team processes, workflows, and best practices.
• Continuously evaluate and enhance workflows to optimize team performance and improve service delivery.
• Manage a centralized knowledge base, ensuring accurate and up-to-date resources for common issues, solutions, and operational guidelines.

Operational Excellence and Service Delivery

• Enforce adherence to established processes, ensuring consistent, reliable, and high-quality service outcomes.
• Lead initiatives to improve service delivery and the overall client experience by identifying and addressing gaps in processes or resources.
• Anticipate challenges, proactively resolve issues, and escalate complex problems when necessary to ensure uninterrupted service.

Job Requirements

• Associate’s degree in Information Technology, Business Management, or a related field (Bachelor’s degree preferred).
• 5+ years of experience in cloud operations or technical support, with 2+ years in a leadership or supervisory role preferred.
• Proven track record of creating and analyzing metrics, reporting on team performance, and optimizing processes.
• Exceptional customer service and communication abilities, with experience managing cross-functional teams and building strong relationships.
• Strong proficiency in Microsoft Office, data analysis tools, and cloud platforms.
• Demonstrated ability to prioritize tasks, manage time effectively, and deliver high-quality outcomes in high-pressure environments.
• Familiarity with process improvement methodologies and knowledge management systems.

Preferred Skills

• Expertise in Azure hosting and cloud infrastructure.
• Experience in drafting detailed processes and facilitating team training sessions.
• Knowledge of security principles and network management best practices.

Compensation and Benefits

Base salary range: $70,000 to $80,000.

This position is also eligible for a bonus in accordance with the terms of the Company's plan.

Please note that the quoted pay range for this job is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) experience, including industry or product-specific experience, education, knowledge, skills, and abilities, as well as internal equity, alignment with market data, and/or other applicable laws.  

We provide competitive, affordable, and diverse benefit programs that support your total health – from healthy body to healthy mind. These benefits support you and your family in all aspects of life: 

• Health and Welfare (Medical, Dental, Vision) 
• Accident, Critical Illness, and Hospital Indemnity  
• Employee Assistance Program (EAP) 
• Life and AD&D Insurance 
• Short- and Long-Term Disability Insurance 
• Flexible Spending Accounts 
• Transportation and Parking Accounts 
• Health Savings Accounts (with company contribution) 
• Retirement Planning (401k with matching contribution) 
• Legal Benefits 
• Identity Theft Protection 
• Pet Insurance 
• Wellness Program Offerings 
• Paid Time Off, accrued per pay period based on years of service starting at 15 days annually.  
• 8 Paid Holidays per year, including 1 floating holiday. 

The compensation and benefits information is accurate of the date of this posting and subject to plan eligibility. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law. 

The Company expects to accept applications for this position until January 31, 2025 but encourages interested applicants to apply as soon as possible. We will review this information and one of our Talent Acquisition professionals will reach out if your background aligns to the positions.  

EOE/Diversity & Inclusion Statement

Net at Work is dedicated to unleashing the power and potential of our employees and teams by creating a vibrant and inclusive workplace where each employee can be their best. We are committed to fostering, cultivating, and preserving a culture of diversity and inclusion. We embrace and encourage equitable treatment of our employees and strive to create a work environment free of discrimination at all organizational levels and in all forms. Net at Work recognizes the rights of all individuals to mutual respect and the acceptance of others without biases based on differences of any kind. 

Net at Work is a proud equal opportunity employer. We are committed to fair hiring practices and to creating a welcoming environment for all team members that is free of discrimination and harassment. All employment decisions at Net at Work are based on business needs, job requirements, and individual qualifications without regard to race, color, religion or belief, family or parental status, gender, gender identity or expression, sexual orientation, national origin, veteran or disability status, or any other status protected by the laws or regulations in the locations where we operate.