Technician

Department: MSP Operations

Reports To: Manager, MSP Operations

Location: On-site, Greater St Louis Area

Employment Type: Full Time

About the Company [1]

Cloud5 Communications delivers exceptional customer experiences through innovative cloud-based telephony solutions, high-speed internet, and contact center services for the hospitality industry. We combine cutting-edge technology with hospitality expertise to help the world's leading brands deliver outstanding guest experiences.

ROLE SUMMARY

Cloud5’s Managed Services division provides 24/7 service desk solutions tailored to the hospitality industry. The Tier 2 Service Desk Technician acts as a critical escalation point for complex technical issues impacting hotel and corporate staff. This role supports daily operations by resolving escalated incidents from Tier 1 agents, working directly with vendors and infrastructure teams, and ensuring timely, professional resolution of high-priority technical issues.

You will be expected to demonstrate ownership, technical competence, and humility in every interaction, providing solutions-oriented service with clarity and empathy.

What You’ll Do (Essential Responsibilities)

• Provide Tier 2 technical support for hotel and corporate staff
• Troubleshoot and resolve complex IT issues escalated from Tier 1
• Respond to and manage technical support tickets using the designated ticketing system
• Escalate unresolved issues to Tier 3 or appropriate internal teams when required
• Collaborate with infrastructure and network teams on server-related or systemic challenges
• Liaise with hotel technology vendors to troubleshoot integrated systems
• Create and maintain internal knowledge base documentation to support Tier 1 agents
• Accurately document all support interactions, resolutions, and escalation notes

Other Duties

We expect this role to evolve. Other responsibilities may be assigned based on business needs.

What You’ll Bring (Required Qualifications)

• Education & Experience:
  • 2+ years of experience in a technical support or service desk role
  • Experience supporting hospitality or hotel technology strongly preferred

• Technical Skills:
  • Operating Systems: Windows, macOS, and Linux
  • Networking: TCP/IP, routing, switching fundamentals
  • Applications: Microsoft Office Suite, web browsers, and hospitality-specific platforms
  • Microsoft Technologies: Active Directory, Group Policy, SCCM
  • Hardware support: desktops, laptops, smartphones, printers

• Professional Skills:
  • Strong analytical and problem-solving skills
  • Excellent written and verbal communication
  • Demonstrated customer service focus
  • Ability to work independently and as part of a cross-functional team
  • Willingness to work flexible hours as part of a 24/7 support environment

Working Environment

• On Site at our office – Greater St. Louis Area

Physical Requirements

With or without reasonable accommodation:

• Sitting/standing duration, lifting if applicable
• Computer/phone use expectations

Compensation & Benefits

• Benefits include medical, dental, vision, 401(k), flexible PTO, parental leave, and more

Cloud5 Communications is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.

We will never request a fee or payment from candidates. Please do not provide any personal or financial information to anyone you suspect of recruitment fraud.

How to Identify Recruitment Fraud:

• You receive a message on WhatsApp or another online messaging platform
• You are asked to provide a fee or payment (we will NEVER request payment from candidates)
• Our email communication will only ever come from a @Cloud5.com domain or @msg.paycomonline.com domain. We will never contact you through Gmail or any other free online mail service
• Cross reference the recruiter’s name and contact information on LinkedIn or by contacting [email protected]
• If you are still unsure call 1 (877) 241-2516