Cloud System Support Analyst

Your Title: Cloud Services Support Analyst

Job Location: Chennai

Our Department: Transportation - Cloud Services

What You Will Do

The Cloud Services Support Analyst will report to the Manager of Cloud Support, and will be a critical member of the company's cloud technical support team.  Primary interaction will be between the users, customers, systems administrators and other systems engineers and administrators to provide effective technical services to our customers.  As part of a strong technical IT customer support team function, the ideal candidate uses their technical and business skills to detect, investigate and resolve software and hardware problems experienced by the customer and attempts to resolve and appropriately route for expedited resolution. 

Provide Technical Support:

• Communication with customers via telephone and email to gather information, troubleshoot  and provide suitable resolutions to technical issues. (This role will require some telephone communication to customers)

• Respond to, evaluate, and prioritize incoming phone, voicemail, and email requests from users experiencing cloud service issues.

• Guide users through troubleshooting procedures to collect relevant details and identify the root cause of the problem.

• Troubleshoot and resolve technical issues, escalating complex problems to senior team members or system administrators as needed.

System Monitoring & Issue Escalation:

• Actively monitor the case management system for tasks, system alerts, and customer reported issues, prioritize and successfully resolve these cases and document and communicate the steps that led to resolution. 

• Escalate unresolved issues within the support queue to ensure timely remediation.

Incident Documentation & Tracking:

• Log, track, and update all support requests in the problem management database, maintaining accurate records of reported issues and resolutions.

Collaboration & Professionalism:

• Serve as a professional point of contact for internal users and cross-functional teams, ensuring a positive support experience.

• Determine whether an issue is related to software, hardware, or network components and route or resolve it based on team best practices.

Availability & On-Call Support:

• TTE Cloud Services operates 24/7/365—while this role follows standard business hours, occasional support outside of regular hours may be required.

• Participate in the on-call rotation to provide after-hours support as needed.

70% Troubleshooting and ticket resolution

20% Documentation, Projects & Other Duties as assigned

10% Professional Growth (Personal and Career)

What Skills & Experience You Should Bring

• Associate degree or equivalent professional experience required.

• 2+ years of experience in an end-user support role.

• Strong proficiency with Microsoft Windows desktop and server operating systems.

• Experience supporting and administering Windows OS components, including:

  • Disk management

  • CPU & RAM optimization

  • Permissions management

  • Active Directory administration

• Familiarity with Microsoft Azure administration, including OS components, security, and Active Directory. (Azure certifications are a plus.)

• Working knowledge of LAN networking concepts (TCP/IP, DNS, DHCP, etc.).

• Experience with desktop environment management, including:

  • Antivirus solutions

  • Software distribution

  • Web browser support

  • Hardware/software inventory

• Working knowledge of Google Suite applications and other typical business applications.

• Experience with troubleshooting methodologies and tools for diagnosing technical issues.

• Strong plus: Experience troubleshooting Citrix Receiver and/or Workspace applications.

Problem-Solving & Critical Thinking:

• Ability to diagnose and resolve technical issues related to enterprise software, hardware, networks, and third-party applications.

• Strong plus: Troubleshooting skills in Microsoft SQL, Visual Basic 6, .NET, and relational databases. 

• Aptitude for designing and coding scripts and automations to enhance support efficiency.

• Ability to analyze and resolve connectivity and system faults affecting end-users.

Communication & Customer Support:

• Excellent verbal and written communication skills with the ability to explain technical concepts to users of varying skill levels. You will be required to call customers.

• Ability to guide users through troubleshooting steps, identify operational errors, and provide clear resolutions.

• Experience working in a team-oriented environment, collaborating with cross-functional teams and escalating issues when necessary.

• Ability to interact professionally with end-users, IT managers, and executives.

Time Management & Professional Development:

• Strong organizational skills to manage multiple requests with varying levels of priority and criticality.

• Self-motivated with a desire to continuously learn and stay up to date with emerging technologies.

About Our Transportation Division

Trimble Transportation is in business for optimizing the movement of freight by providing shippers and carriers both mobility, enterprise and visibility software tools they need to run their businesses more efficiently. As the leading provider of Transportation Management Software (TMS), Asset Management Software (AMS), and Fleet Management Software (FMS) we are devoted to propelling companies in the trucking industry toward increased efficiency, lower costs and optimize operations.

Trimble’s Inclusiveness Commitment

We believe in celebrating our differences. That is why our diversity is our strength. To us, that means actively participating in opportunities to be inclusive. Diversity, Equity, and Inclusion have guided our current success while also moving our desire to improve. We actively seek to add members to our community who represent our customers and the places we live and work.

We have programs in place to make sure our people are seen, heard, and welcomed and most importantly that they know they belong, no matter who they are or where they are coming from.