POSITION PURPOSE
Position summary
Supports customer cloud applications and environments, user access, configuration, incidents, and documented cloud operations.
RESPONSIBILITIES
Key responsibilities
- Supports customer cloud applications and environments, user access, configuration, incidents, and documented cloud operations.
- Document troubleshooting steps, configuration changes, assets, credentials handling, and technical outcomes in the ticket or project record.
- Escalate security, privacy, licensing, data-loss, and out-of-scope technical risks immediately.
- Follow documented Proton procedures, customer requirements, safety expectations, and escalation paths for the assigned work.
- Maintain accurate records, status updates, and supporting documentation so work can be verified, billed, audited, or handed off correctly.
- Communicate delays, risks, defects, customer concerns, or scope changes early instead of allowing unresolved issues to sit.
- Protect customer information, company assets, and confidential business information encountered during the work.
- Participate in training, process improvement, and performance reviews tied to the role’s service and operating standards.
PERFORMANCE
Performance expectations
- Ticket/project response and resolution performance
- First-time-fix or escalation quality
- Documentation and asset/configuration accuracy
- Customer satisfaction and communication
- Security, change, and service-standard compliance
MINIMUM QUALIFICATIONS
Required qualifications
- High school diploma or equivalent required; technical training, industry certifications, or college coursework in information technology is preferred.
- 1–3+ years of directly relevant experience in the functional area or an equivalent combination of education, training, and experience.
- Ability to communicate clearly in writing and verbally with coworkers, customers, providers, or candidates as the role requires.
- Comfort using computers, email, shared documents, and company systems; role-specific software training may be provided.
- Ability to follow documented processes, protect confidential information, and reliably complete assigned work.
- Demonstrated troubleshooting discipline and willingness to document technical work.
- Role-specific certifications may be preferred or required when customer, licensing, or project scope calls for them.
PREFERRED QUALIFICATIONS
Preferred qualifications
- Relevant CompTIA, Microsoft, networking, cloud, low-voltage, or vendor certifications
- Experience supporting small and midsize businesses or managed-service customers
- Experience with ticketing, documentation, endpoint, network, or Microsoft 365 administration tools
WORKING CONDITIONS
Work environment & requirements
- Work arrangement: Jacksonville-based; service desk, customer-site, hybrid, or project work depending on role
- Schedule: Business hours with after-hours maintenance windows, projects, or on-call rotations for designated support roles
- Travel: Field roles require local customer-site travel; other roles travel as project needs require
- Physical requirements: Computer work; field/deployment roles may lift up to 35 lb, work under desks, handle equipment, and access network/technology spaces
- Tools and systems: Ticketing system, endpoint tools, Microsoft 365, networking tools, remote support, documentation platforms, and role-specific test equipment
COMPENSATION & BENEFITS
Compensation and benefits
Compensation is based on the responsibilities of the position, schedule, relevant experience, required credentials, customer requirements, and market conditions. Pay and available benefits are communicated during the hiring process.
SCREENING & REQUIREMENTS
Pre-employment requirements
- Employment eligibility verification is required for hires.
- Role-appropriate background, customer-site, driving, credential, or drug-screen requirements may apply when permitted by law and required for the actual assignment.
- Driving assignments require a valid driver’s license and an insurable driving record.
- Work requiring a professional or trade license may only be performed by properly qualified personnel and only within Proton’s authorized business scope.
- Reasonable accommodations are considered in accordance with applicable law.
CAREER PATH
Career development
Specialist/technician/professional → senior or lead role → supervisor/manager or deeper technical specialization.
APPLICATION PROCESS
Hiring process
- Application review. Experience, qualifications, availability, and role requirements are reviewed.
- Interview and assessment. Selected candidates may complete interviews, practical assessments, work samples, or job-related screening appropriate to the position.
- Selection. Final candidates receive position-specific compensation, schedule, work-arrangement, and employment information.
- Onboarding. Required employment verification, background or credential checks, customer-site requirements, and onboarding are completed as applicable.
EQUAL OPPORTUNITY
Equal opportunity employment
The Proton Company intends to provide equal employment opportunity based on job-related qualifications and business needs and does not intend to discriminate on the basis of characteristics protected by applicable law. Job duties, schedules, requirements, and employment conditions may change based on business and customer needs.