Note: The job is a remote job and is open to candidates in USA. CACI International Inc is seeking a Tier 1 / Tier 2 Cloud Support Engineer to support their Enterprise Cloud Solutions customers. The role involves providing frontline support for end-users, troubleshooting various cloud-related issues, and collaborating with a team of cloud professionals to ensure high-quality assistance.
Responsibilities
- Serve as Tier 1 / Tier 2 support for users of our Enterprise Cloud Solutions products via phone, IM, and email during East Coast business hours
- Handle routine service requests including password resets, permissions/access requests, and account provisioning
- Troubleshoot and resolve issues with AWS Workspaces, including connectivity, performance, and configuration problems
- Escalate and track complex incidents using the team's ticketing system, ensuring accurate documentation and timely follow-up
- Assist users with identity and access management (IAM) issues, including cloud role permissions, IDAM, authentication and SSO problems
- Support VPN-related inquiries and connectivity issues (i.e. AppGate) for remote end-users
- Perform initial cloud networking diagnostics and assist with escalations related to routing, DNS, and firewall access
- Document recurring issues and contribute to the internal knowledge base to reduce repeat ticket volume
- Collaborate with senior cloud engineers and operations staff to resolve complex or multi-tier incidents
- Communicate clearly and professionally with end-users at varying levels of technical proficiency
- Participate in team standups and contribute to continuous improvement of support processes
Skills
- Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field; or equivalent practical experience
- 3+ years of experience in a help desk, IT support, or cloud support role (Tier 1 or Tier 2)
- Availability to work East Coast business hours (9:00 AM – 5:00 PM ET window)
- Experience supporting end-users via phone, email, and IM-based ticketing platforms
- Familiarity with cloud environments, particularly AWS (e.g., EC2, VPC, IAM, AWS Workspaces)
- Working knowledge of identity and access management concepts and tools (e.g., Okta, Active Directory, SSO, MFA)
- Experience with VPN client support and basic network connectivity troubleshooting
- Strong written and verbal communication skills with a customer-first mindset
- Ability to clearly document issues, steps taken, and resolutions in a ticketing system
- Ability to multitask across phone, IM, and email support channels in an environment with SLAs
- Experience administering Linux/Unix and Windows systems, including common tasks such as user management, file permissions, service configuration, and log review
- Ability to perform basic infrastructure and systems administration tasks in support of a managed cloud environment
- The desire and ability to learn new technologies and tools
- Experience with AppGate or similar software-defined perimeter / ZTNA VPN solutions
- Hands-on experience with AWS Workspaces administration and troubleshooting
- Familiarity with cloud networking concepts such as VPC routing, security groups, DNS, and firewall rules
- Experience with Okta administration including user lifecycle management, MFA configuration, and SSO integrations
- Exposure to ITSM / ticketing platforms such as Zendesk, ServiceNow, Jira Service Management, or similar
- Familiarity with Docker and containerized workloads, including basic container lifecycle management and troubleshooting
- CompTIA A+, Network+, Cloud+, AWS Cloud Practitioner, or equivalent entry-level certification
Benefits
- Flexible time off benefit
- Healthcare
- Wellness
- Financial
- Retirement
- Family support
- Continuing education
- Time off benefits
- Learning and development opportunities
Company Overview
At CACI International Inc (NYSE: CACI), our 27,000 talented and dynamic employees are ever vigilant in delivering distinctive expertise and technology to meet our customers’ greatest challenges in national security. It was founded in 1962, and is headquartered in Arlington, Virginia, USA, with a workforce of 10001+ employees. Its website is https://www.caci.com.Company H1B Sponsorship
CACI International Inc has a track record of offering H1B sponsorships, with 2 in 2025, 3 in 2024, 3 in 2023, 4 in 2022, 2 in 2021, 2 in 2020. Please note that this does not guarantee sponsorship for this specific role.