Associate Cloud Specialist

About the Role

As an Associate Cloud Specialist at Hyland, you'll be a key part of delivering dependable, high-quality support for our cloud-hosted solutions. Working alongside an experienced team, you'll grow your skills in cloud infrastructure, customer support, and problem resolution — making a meaningful impact on customer success from day one.

Key Responsibilities

• Respond to inbound phone calls, tickets, and emails from internal and external stakeholders requesting assistance with cloud-hosted solutions, with direct oversight from team members.
• Interact with customers, partners, and internal resources to understand and assess needs as they relate to ticket requests.
• Monitor alerts from internal monitoring tools and take timely corrective action to resolve issues, applying best practices with team guidance.
• Support cloud infrastructure, networking, and hosting tools to ensure high availability of customer solutions.
• Troubleshoot and resolve basic cloud issues using the company's systems, utilities, and support processes, learning and applying best practices for problem resolution.
• Provide consistent, proactive communication to customers, keeping them fully informed on the progress and status of their issue resolution.

Technology Tools

• Microsoft Windows
• Microsoft Active Directory
• Microsoft Server Environments
• Networking Technologies
• Virtualization Technologies

Requirements & Qualifications

• Associate's degree or equivalent experience
• Strong oral and written communication skills with a professional demeanor and the ability to interact with others with discretion and tact
• Critical thinking, analytical, and problem-solving skills with the ability to summarize large quantities of information into actionable insights
• Collaboration and interpersonal skills, with the ability to maintain strong rapport with team members and professionalism with those outside the department
• Knowledge of Microsoft Windows, networking, and virtualization technologies, including Microsoft server environments and Active Directory

Preferred Skills

• Experience supporting cloud infrastructure, networking, or cloud-hosted solutions
• Self-motivated with a demonstrated ability to manage projects independently and deliver results on time
• Experience handling sensitive information with discretion, tact, and strong attention to detail
• Familiarity with Microsoft server environments, including storage, Active Directory, and virtualization technologies
• Strong organizational and time management skills with the ability to multitask effectively in a fast-paced environment