Technical Support L1/L2

Job Title
Technical Support L1/L2
Job ID
New York,  NY 10017
Other Location

Client Services (Technical Support) L1/L2


The Cloud9 Client Services L1/L2 technician’s primarily responsibility is to provide the highest quality first level phone & email technical support to C9 clients. You will need to be responsive and knowledgeable about both Cloud 9’s products and our customer’s workflow. This is a fast-paced environment that seeks creative perfectionists with a passion for quality work.



  • Level 1 and 2 technical support for Cloud9 applications and resolution of all technical issues involving Microsoft’s core business applications and operating systems
  • Develop and maintain deep understanding of C9's cloud-based voice communication application
  • Provide level 1 and 2 technical support at the user desktop level and escalate more significant issues appropriately 
  • Troubleshoot Network (WAN and LAN) connectivity, routers, firewalls, and desktop security
  • Be a customer service champion and strive to improve customer service, perception, and satisfaction while exceeding our SLA guarantees to C9 clients
  • Proactively communicate with customers as required, keeping them informed of incident progress and notifying them of impending changes or agreed outages
  • Clearly communicate status on problems as well as resolution and understand how to escalate issues internally and appropriately interface with our Technology, Operations and Sales teams to ensure complete customer satisfaction
  • Maintain, review and contribute to our internal and external documentation and knowledge base
  • Log all new issues and activities received in to the help desk accurately and efficiently
  • Travel to customer sites to assist the customer in service implementation and perform basic training where required


  • 1 to 3 years of relevant work experience providing level 1 and 2 technical support to external and field clients or two years’ relevant experience working as an internal support resource
  • Expert knowledge of and experience supporting Windows operating systems in a corporate environment running critical applications
  • Firm understanding of desktop hardware diagnostic tools and the ability to diagnose hardware problems
  • Familiarity with Service Desk ticketing software such as Salesforce ServiceCloud,, Zendesk, Remedy or similar enterprise level system.
  • Experience troubleshooting complex technical problems and demonstrate ability to break problems down and use logical process of elimination to determine root cause
  • Solid understanding of networking principles including client/server networking, TCP/IP, routing, switching, DNS and DHCP
  • Self-motivated with the ability to work in a fast-moving team-focused environment
  • Demonstrated interpersonal skills such as telephony skills, communication skills, active listening and customer-care
  • Experience supporting financial services or mission critical communications systems a plus


·         CS or Engineering Degree