CloudFirst is looking for a Managed Services Technician to join our team and deliver high-quality managed services by following established Standard Operating Procedures (SOPs) and documented workflows.

In this role, you will execute and validate managed service tasks within CloudFirst's standardized service delivery framework. All work is guided by Master Service SOPs and Service Component procedures to ensure consistent, accurate, and reliable service delivery while meeting client Service Level Agreements (SLAs).

This is a process-driven execution role focused on delivering repeatable, standardized services. The position does not include responsibilities for service design, solution architecture, strategic analysis, or ownership of overall service outcomes. Success in this role requires strong attention to detail, adherence to documented processes, and a commitment to delivering consistent service quality

Core Responsibilities

1. SOP-Driven Service Execution (Primary Responsibility)

Execute managed service components as defined in CloudFirst SOPs, including:

- Following step-by-step Service Component procedures
- Executing scheduled, continuous, and event-based tasks
- Utilizing approved tools (RMM, PSA, M365, security platforms)
- Completing work strictly within the defined service scope

Ensure all actions align with:

- Master Service definitions
- Component-level delivery procedures
- CloudFirst operational standards

2. Service Validation & Completion

Validate that all assigned service tasks are completed correctly and meet defined standards:

- Confirm systems and components meet compliance requirements outlined in SOPs
- Verify outputs (patching, monitoring, backups, security controls)
- Ensure tasks are completed within required timelines and SLAs




- Perform checklist-based validation as defined in procedures

3. Ticket Execution & Documentation

Maintain full auditability of all service activities:

- Create, update, and resolve tickets in ConnectWise Manage
- Ensure correct categorization aligned with service components
- Document all work performed with clear, complete notes
- Maintain accurate audit trails for all service delivery actions

4. Monitoring Response & Task Execution

Respond to system-generated alerts and service triggers:

- Execute predefined remediation steps from SOPs
- Follow escalation paths when issues fall outside documented procedures
- Ensure timely response to event-based service tasks

5. Exception Identification & Escalation

Identify and escalate issues that fall outside SOP-defined execution:

- Recognize non-compliant systems or failed processes
- Escalate complex issues to Engineering or Service Management
- Document exceptions clearly within tickets
- Avoid deviation from standard procedures without approval

6. Reporting Support (Execution Level Only)

Support service reporting processes through execution and validation:

- Generate scheduled reports using defined tools
- Validate report accuracy based on system data
- Ensure reports are complete and delivered per defined schedules

Note: This role does not interpret trends or own reporting outcomes.

7. Process Adherence & Consistency

Ensure strict adherence to CloudFirst’s standardized delivery model:





- Follow SOPs without deviation
- Maintain consistency across all client environments
- Identify gaps in documentation and report them to management
- Support continuous improvement by providing execution-level feedback

Key Performance Indicators (KPIs)

- % of tasks completed per SOP
- Ticket documentation quality and completeness
- SLA adherence for assigned service tasks
- Accuracy of service execution and validation
- Reduction in execution errors or missed steps
- Audit readiness of service activities

Required Skills & Qualifications

Technical Skills

- Experience with:
- · ConnectWise Manage (PSA)
- · RMM platforms
- · Microsoft 365 environments
- Basic understanding of:
- · Patch management
- · Endpoint security
- · Backup systems
- · Monitoring and alerting systems

Core Competencies

- Strong ability to follow structured procedures
- High attention to detail
- Process-driven mindset
- Robust documentation discipline
- Consistency and reliability in execution
- Ability to work within defined systems and workflows

Preferred Experience

- Experience working in an MSP environment
- Exposure to SLA-driven service delivery models
- Familiarity with ticket-based workflow systems

Work Expectations

- Execute services strictly according to SOP-defined procedures
- Maintain full auditability of all work performed
- Adhere to standardized tools, workflows, and documentation practices
- Escalate issues outside defined scope appropriately
- Deliver consistent, repeatable service execution across all clients

Application Question(s):

- Please share expected rate in USD.
- Please share experience with Connectwise and Managed Services Provider Company.

Work Location: Remote

📌 Managed Service Technician (India)
🏢 CloudFirst Technology Solutions
📍 India