Cloud Support Engineer

Location: London, Reading

Job Description

Exciting opportunity to join our team! We are looking to recruit a Cloud Support Engineer based from our Reading office. The successful candidate will be required to provide and promote a professional, high quality, customer focused service to our customers and partners, ensuring industry-leading levels of customer satisfaction.

Working as part of a dynamic team you will be responsible for receiving, managing and assisting in the resolution of Incidents, Issues and Problems raised via system monitoring tools, customer initiated tickets and calls and other means. Ensuring that tickets are managed through to resolution and closure in line with contracted SLAs, escalating to higher authority or technical teams as required.

Key Responsibilities

  • Receipting of tickets raised via portals/network monitoring systems.
  • Assessing and prioritising incidents based on pre-determined definitions.
  • Helpdesk Ticket Management – to inform Incident Manager/Referrals immediately of Severity level 1 & 2 tickets verbally and by email.
  • Daily monitoring of all cloud systems and required escalation to meet the organization’s current requirements.
  • Check backups/escalate failures – possible troubleshooting.
  • Creating/using reporting macros.
  • Analysing Reports to identify where operational needs are required.
  • Monitoring device/sensor creation.
  • To act as quality control function for the Service Desk – ensuring consistency and completeness of performance, identifying individual training needs.
  • Update and maintain any knowledge documentation on new processes and products, software and hardware support.

Some Essential Skills

  • Experience with VMware vSphere
  • Good working knowledge of Windows Servers
  • Excellent communication skills, both written and verbal

Ready to Apply?

To apply, please submit a CV and cover letter to Recruitment Manager, David Wilson at recruitment@node4.co.uk.
No agencies please.