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Tier 1 Cloud Support Engineer

Department: Abacus Private Cloud
Location: San Diego, CA

Tier 1 Cloud Support Engineer 

This position is based out of our corporate office in San Diego and cannot be worked remotely.  


AbacusNext® helps businesses with stringent security and compliance needs grow by providing Compliance-Ready turnkey technology solutions, allowing our clients to leverage the power of cloud computing without the added challenges and expenses of managing complex IT infrastructures on their own. 

What does that all mean? Think about the average SMB’s IT environment—it’s a messy spaghetti of vendors, suppliers, and consultants, all with their own agenda, technology and support. We simplify that complexity with a single solution, taking full ownership of the client’s technology outcomes so they can focus on their business. 

We are a 35 year old organization with offices in California, Toronto and Scotland. Our user based is 1.5M users worldwide and includes the full spectrum, from solo proprietors to Fortune 100 clients.

Who We Are 

As an end-to-end solutions provider, our products and services portfolio includes virtual desktop (DaaS), private cloud, case management software (CMS), email hosting services, security endpoint protection, business continuity (BCP), and on premise solutions. Since 1983, we have delivered on-demand services to over 1.5 million users worldwide, and are recognized by Forbes as one of America’s fastest growing companies. 

We were founded on one simple concept: improving the lives of professionals through the use of technology. Our core competencies serve to simplify the adoption, implementation, and management of technology to quickly increase revenues, reduce costs, and maximize efficiencies, while keeping security and compliance at the forefront. 

What We Do 

We serve clients at every level of their organization, in whatever capacity we can be most useful, whether as a trusted advisor to large firm executive management or as a hands-on coach for sole practitioners. Target verticals include lawyers, general counsel, accounting firms, CPAs, government, and other private professional service organizations. For every engagement, we propose a solution tailored to meet their unique business needs and provide the utmost

No matter the challenge, we focus on delivering practical and enduring results, and equipping our clients to grow and lead. We partner with clients to put solution recommendations into practice and grow their businesses through the leverage of highly secure, compliant and functional business systems. 

Key Responsibilities: 

  • Assume ownership of technical issues and drive them to resolution.
  • Respond to technical issues from callers via phone and email, assisting customers remotely from main office location.
  • Learn fundamental operations of supported software, hardware, and other as job requires.
  • Provide assistance and support to other departments in troubleshooting customer-related issues through ticketing and escalation.
  • Follow standard ADS Support procedures; accurately log tickets using approved tracking software.
  • Become familiar with ADS Support resources, staying up to date with Abacus technology, changes, or problems.
  • Work with other Tier members to propagate knowledge to the entire team.
  • Understand trends in escalations and implement steps to prevent issues from recurring.
  • Produce & follow processes, procedures, tools, utilities, and knowledge base articles.
  • Monitor the health and status of Cloud servers through the use of monitoring utilities.
  • Specialize in specific areas of cloud & Microsoft technology.
  • On call rotation may be assigned.
  • Weekends may be required
  • Additional duties as assigned by Support Director. 

This Job is based out of the San Diego Corporate Office and cannot be worked remotely. 

What you need: 

  • 3+ years of customer support, technical support, system administration or related customer facing role
  • Conflict Resolution and Critical Thinking Skills
  • Customer Service Skills a must
  • In depth knowledge of Microsoft Windows OS Server and Desktop as well as MS Office 365
  • Advanced technical knowledge in areas such as Windows Server, Network topologies, Active Directory, Group Policy, Office 365
  • Experience using analytical skills including critical thinking, debugging, judgment, problem solving, troubleshooting, and use-case analysis
  • Strong troubleshooting and problem-solving skills; ability to use logic and reasoning to identify strengths and weaknesses of alternative solutions and to identify complex problems; ability to review related information to develop and evaluate options and implement solutions
  • Experience with virtualization technology including Microsoft Hyper-V and Microsoft Terminal Server
  • Working knowledge of Network Security technologies (SSL/TLS, VPNs, Firewall, IDS/IPS)
  • Ability to think critically and utilize advanced troubleshooting techniques to identify the root cause of escalated issues
  • Excellent oral and written communication skills
  • Past Data Center experience a plus  

Desired Education/Certification: 

  • At minimum 2 year college degree or technical school training preferred; Information Systems, Information Technology. Requires credentials or equivalent experience which demonstrates knowledge of technical environment, knowledge may be substituted
  • Preferred but not required A+ or Network+ certifications 


  • Health/Dental/Life/Vision Insurance, 401(k)
  • Unlimited PTO, Sick Days
  • Free lunch
  • Onsite Gym
  • Social Events
  • Job Training/Educational Assistance/Professional Development
  • Flexible Spending Account
  • Ocean Views, Game Room, Volleyball Court, Outdoor Zen Relaxation Area, BBQ & Patio Area, Cafeteria
  • Nursing Room
  • Short-term Disability
  • Covered Parking, Free Shuttle Service
  • Weekly masseuse and chiropractor onsite
  • Employee discount to 24-Hour Fitness 
  • 50% Off Gunnar Optik Eyeware
  • Close proximity to UTC mall (La Jolla/Miramar) and 805/5

Equal Employment Opportunity: 

AbacusNext® is an Equal Opportunity, Affirmative Action Employer. 


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